Summary
NAFFCO is seeking an Arabic-speaking Call Center Agent for night-shift customer support in Dubai. The role handles inbound and outbound calls, enquiries, complaints and service requests, records interactions in CRM or call centre systems, and escalates unresolved matters. Candidates must be fluent in written and spoken Arabic and English, with strong listening and communication skills. Previous call centre or similar experience is preferred.
The posting
As published on naffco.com. Pulled from the employer's site and shown as they wrote it.
Job Overview
We are seeking an Arabic-speaking Call Center Agent – Night Shift to handle customer enquiries, provide accurate information and deliver professional support during overnight operating hours. The role involves managing inbound and outbound calls, resolving customer issues, recording interactions and ensuring a positive customer experience in accordance with company procedures and service standards.
Key Responsibilities
Answer inbound customer calls and respond to enquiries in a professional, courteous and timely manner.
Provide customer support in Arabic and English according to customer needs and business requirements.
Understand customer concerns, identify the appropriate solution and resolve issues at the first point of contact where possible.
Handle complaints, service requests, general enquiries and account-related questions in accordance with established procedures.
Make outbound calls when required to follow up on enquiries, confirm information or provide customer updates.
Verify customer information and maintain accurate records of calls, requests, actions and outcomes in the CRM or call centre system.
Escalate complex, urgent or unresolved matters to the appropriate department or supervisor.
Maintain confidentiality when handling customer, company and payment-related information.
Requirements
Fluent written and spoken Arabic and English.
Previous experience as a Call Center Agent, Customer Service Representative, Contact Centre Advisor, Telephone Operator or similar role is preferred.
Experience handling customer enquiries, complaints and service requests by telephone.
Good computer skills and experience using CRM, ticketing, call centre or customer management systems.
Clear telephone manner, strong listening skills and the ability to communicate information accurately.
Night Shift Availability