Call Center Agent - Freezone experience

Job Summary:

We are seeking a highly motivated and customer-oriented Call Center Agent with prior experience in a Freezone environment. The ideal candidate will be responsible for handling inbound and outbound calls, responding to customer inquiries, and providing accurate information and support in a timely and professional manner.

Key Responsibilities:

• Handle inbound and outbound customer calls efficiently and professionally.

• Provide accurate, valid, and complete information to clients based on the Freezone's services, processes, and regulations.

• Address customer inquiries, concerns, and complaints with empathy and professionalism.

• Escalate unresolved issues to the appropriate departments in a timely manner.

• Maintain detailed records of customer interactions, transactions, feedback, and complaints.

• Meet performance metrics including call quality, response time, and customer satisfaction.

• Stay up-to-date with Freezone procedures, policies, and updates to ensure accurate communication with clients.

• Collaborate with internal teams to resolve customer issues and improve service delivery.

Requirements:

• Proven experience working in a Freezone environment (e.g., customer service, administrative, or licensing support roles).

• Minimum of 3 years in a customer service or call center role.

• Excellent communication skills in English (Arabic is a plus).

• Strong problem-solving and interpersonal skills.

• Ability to work under pressure and manage multiple tasks.

• Proficient in MS Office and CRM systems.

• Flexible to work shifts, including weekends if required.

Preferred Qualifications:

• Familiarity with UAE Freezone regulations and services.

• Experience handling inquiries related to business setup, licensing, or visa processes in Freezones.

• Multilingual capabilities are a plus.