Call Center Customer Service Representative

4 months ago


Abu Dhabi, United Arab Emirates JAY'S CAKES Full time

Job Title: Arabic and English-Speaking Call Centre Representative

**Job Description**:
As an Arabic and English-Speaking Call Centre Representative, you will be responsible for providing exceptional customer service to clients in both Arabic and English languages. Your primary duties will include:
1. Handling Inbound Calls: Responding to incoming calls from customers regarding inquiries, complaints, product information, and service requests in both Arabic and English languages.

2. Outbound Calls: Making outbound calls to follow up on customer inquiries, resolve issues, conduct surveys, and provide assistance as required.

3. Language Proficiency: Demonstrating fluency in both Arabic and English languages to effectively communicate with customers and understand their needs.

4. Customer Support: Assisting customers with troubleshooting, technical support, billing inquiries, and other service-related matters in a courteous and professional manner.

5. Documentation: Accurately documenting all customer interactions, including inquiries, complaints, and resolutions, in the company's database or CRM system.

6. Problem Resolution: Identifying and resolving customer issues promptly and efficiently while adhering to company policies and procedures.

7. Product Knowledge: Maintaining up-to-date knowledge of company products, services, promotions, and policies to provide accurate information to customers.

8. Team Collaboration: Collaborating with other team members, supervisors, and departments to ensure seamless customer service delivery and resolve complex issues.

9. Performance Metrics: Meeting or exceeding key performance indicators (KPIs), such as call handling time, customer satisfaction scores, and first call resolution rates.

10. Professionalism: Upholding a high standard of professionalism, courtesy, and empathy in all customer interactions to enhance customer satisfaction and loyalty.

Qualifications:

- Fluency in both Arabic and English languages (written and spoken) is essential.
- Previous experience in a call centre or customer service role is preferred.
- Excellent communication skills, both verbal and written.
- Strong problem-solving abilities and a customer-focused mindset.
- Ability to multitask and work effectively in a fast-paced environment.
- Proficiency in using computer systems and familiarity with CRM software.
- Flexibility to work in shifts, including evenings, weekends, and holidays, as required.

**Salary**: AED2,500.00 - AED3,500.00 per month

Application Question(s):

- Can you join immediately?

**Experience**:

- customer service: 2 years (required)

**Language**:

- Good English (required)
- Arabic (required)



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