Client Experience Agent - Call Center

Job OverviewThe role of a Client Experience Agent – Call Center revolves around being the first point of contact, and thus, establishing the first impression of IFZA. The ideal candidate must be a highly committed, responsible, and creative individual with excellent interpersonal skills and the ability to work well under pressure. Main ResponsibilitiesActing as a first point of contactSupporting the smooth running of IFZA Call Center, where all aspects of the client experience are delivered to the highest levelAnswering and distributing all incoming calls in a timely and professional mannerDelivering a positive and timely response to client enquiriesTaking responsibility for the duties and tasks assigned to the role, ensuring that all work is carried out in a timely and professional mannerMaintaining excellent knowledge of IFZA’s products and services in order to efficiently address any queries or concerns from Professional Partners and ClientsMaintaining confidentiality of client data ensuring no sensitive information is disclosedKeep records of all calls in Call Center CRM in a comprehensible wayMeet individual and team qualitative and quantitative targetsBuilding and maintaining effective working relationships whilst promoting the company culture and valuesPerforming other job-related duties as assigned by ManagementRequirementsMinimum of 2 years’ experience as a Call Center agent or similar role in the UAEFull English proficiency is requiredAdditional spoken languages are an advantageExcellent verbal and written communication and interpersonal skills, and knowledge of telephone etiquetteCustomer-focused and adaptability to different personality typesAbility to multi-task, set priorities, and manage time effectivelyExcellent active listening and problem-solving skillsIntermediate compute​r literacy is required e.g., MS OfficeFamiliarity with CRM systems and practicesBenefitsInternational team (over 50 nationalities) 24 annual leave days Annual flight home Life insurance plan Medical insurance plan (with the option to upgrade at your own cost)Invitations to participate in various company functions, staff events, and department team building events Opportunities to learn, develop and grow with the organization Being part of a motivated team and Moving-Forward-Company-CultureJob OverviewThe role of a Client Experience Agent – Call Center revolves around being the first point of contact, and thus, establishing the first impression of IFZA. The ideal candidate must be a highly committed, responsible, and creative individual with excellent interpersonal skills and the ability to work well under pressure. Main ResponsibilitiesActing as a first point of contactSupporting the smooth running of IFZA Call Center, where all aspects of the client experience are delivered to the highest levelAnswering and distributing all incoming calls in a timely and professional mannerDelivering a positive and timely response to client enquiriesTaking responsibility for the duties and tasks assigned to the role, ensuring that all work is carried out in a timely and professional mannerMaintaining excellent knowledge of IFZA’s products and services in order to efficiently address any queries or concerns from Professional Partners and ClientsMaintaining confidentiality of client data ensuring no sensitive information is disclosedKeep records of all calls in Call Center CRM in a comprehensible wayMeet individual and team qualitative and quantitative targetsBuilding and maintaining effective working relationships whilst promoting the company culture and valuesPerforming other job-related duties as assigned by Management

Job Overview

Job OverviewJob Overview

The role of a Client Experience Agent – Call Center revolves around being the first point of contact, and thus, establishing the first impression of IFZA. The ideal candidate must be a highly committed, responsible, and creative individual with excellent interpersonal skills and the ability to work well under pressure.

The role of a Client Experience Agent – Call Center revolves around being the first point of contact, and thus, establishing the first impression of IFZA. The ideal candidate must be a highly committed, responsible, and creative individual with excellent interpersonal skills and the ability to work well under pressure.The role of a Client Experience Agent – Call Center revolves around being the first point of contact, and thus, establishing the first impression of IFZA. The ideal candidate must be a highly committed, responsible, and creative individual with excellent interpersonal skills and the ability to work well under pressure.The role of a Client Experience Agent – Call Center revolves around being the first point of contact, and thus, establishing the first impression of IFZA. The ideal candidate must be a highly committed, responsible, and creative individual with excellent interpersonal skills and the ability to work well under pressure.

Main Responsibilities

Main ResponsibilitiesMain Responsibilities

• Acting as a first point of contact

Acting as a first point of contactActing as a first point of contactActing as a first point of contactcting as a first point of contact

• Supporting the smooth running of IFZA Call Center, where all aspects of the client experience are delivered to the highest level

Supporting the smooth running of IFZA Call Center, where all aspects of the client experience are delivered to the highest levelSupporting the smooth running of IFZA Call Center, where all aspects of the client experience are delivered to the highest levelSupporting the smooth running of IFZA Call Center, where all aspects of the client experience are delivered to the highest levelSupporting the smooth running of IFZA Call Center, where all aspects of the client experience are delivered to the highest level

• Answering and distributing all incoming calls in a timely and professional manner

Answering and distributing all incoming calls in a timely and professional mannerAnswering and distributing all incoming calls in a timely and professional mannerAnswering and distributing all incoming calls in a timely and professional mannerAnswering and distributing all incoming calls in a timely and professional manner

• Delivering a positive and timely response to client enquiries

Delivering a positive and timely response to client enquiriesDelivering a positive and timely response to client enquiriesDelivering a positive and timely response to client enquiriesDelivering a positive and timely response to client enquiries

• Taking responsibility for the duties and tasks assigned to the role, ensuring that all work is carried out in a timely and professional manner

Taking responsibility for the duties and tasks assigned to the role, ensuring that all work is carried out in a timely and professional mannerTaking responsibility for the duties and tasks assigned to the role, ensuring that all work is carried out in a timely and professional mannerTaking responsibility for the duties and tasks assigned to the role, ensuring that all work is carried out in a timely and professional mannerTaking responsibility for the duties and tasks assigned to the role, ensuring that all work is carried out in a timely and professional manner

• Maintaining excellent knowledge of IFZA’s products and services in order to efficiently address any queries or concerns from Professional Partners and Clients

Maintaining excellent knowledge of IFZA’s products and services in order to efficiently address any queries or concerns from Professional Partners and ClientsMaintaining excellent knowledge of IFZA’s products and services in order to efficiently address any queries or concerns from Professional Partners and ClientsMaintaining excellent knowledge of IFZA’s products and services in order to efficiently address any queries or concerns from Professional Partners and ClientsMaintaining excellent knowledge of IFZA’s products and services in order to efficiently address any queries or concerns from Professional Partners and Clients

• Maintaining confidentiality of client data ensuring no sensitive information is disclosed

Maintaining confidentiality of client data ensuring no sensitive information is disclosedMaintaining confidentiality of client data ensuring no sensitive information is disclosedMaintaining confidentiality of client data ensuring no sensitive information is disclosedMaintaining confidentiality of client data ensuring no sensitive information is disclosed

• Keep records of all calls in Call Center CRM in a comprehensible way

Keep records of all calls in Call Center CRM in a comprehensible wayKeep records of all calls in Call Center CRM in a comprehensible wayKeep records of all calls in Call Center CRM in a comprehensible wayKeep records of all calls in Call Center CRM in a comprehensible way

• Meet individual and team qualitative and quantitative targets

Meet individual and team qualitative and quantitative targetsMeet individual and team qualitative and quantitative targetsMeet individual and team qualitative and quantitative targetsMeet individual and team qualitative and quantitative targets

• Building and maintaining effective working relationships whilst promoting the company culture and values

Building and maintaining effective working relationships whilst promoting the company culture and valuesBuilding and maintaining effective working relationships whilst promoting the company culture and valuesBuilding and maintaining effective working relationships whilst promoting the company culture and valuesBuilding and maintaining effective working relationships whilst promoting the company culture and values

• Performing other job-related duties as assigned by Management

Performing other job-related duties as assigned by ManagementPerforming other job-related duties as assigned by ManagementPerforming other job-related duties as assigned by ManagementPerforming other job-related duties as assigned by Management