Role Overview – Tafaseel Group Holding is hiring a Contact Center Agent for a full-time, on-site role based in Ajman, UAE. This position is ideal for customer-focused professionals with strong communication skills, problem-solving capabilities, and the ability to handle customer inquiries, provide information, resolve issues, and deliver exceptional customer service within a contact center and customer support environment.

Inbound Call Handling and Customer Support – You will handle inbound calls and provide customer support by answering incoming customer calls promptly and professionally, responding to customer inquiries about products, services, and accounts, providing information and assistance, addressing customer questions and concerns, resolving customer issues, maintaining courteous, helpful communication, and ensuring positive customer interactions.

Customer Inquiry Resolution and Problem-Solving – You will resolve customer inquiries and solve problems by listening to customer concerns actively, understanding customer needs and issues, investigating problems and gathering information, identifying solutions and appropriate actions, coordinating with relevant departments when needed, implementing resolutions, following up to ensure satisfaction, and turning customer challenges into positive experiences.

Product and Service Information Provision – You will provide product and service information by explaining company products, services, features, and benefits, answering questions about pricing, packages, and options, guiding customers through processes and procedures, providing technical support when applicable, offering recommendations based on customer needs, and ensuring customers have accurate, comprehensive information.

Account Management and Customer Assistance – You will manage accounts and assist customers by accessing customer accounts and information, updating customer details and records, processing account changes and requests, verifying customer information, managing account inquiries, coordinating account-related services, and providing comprehensive account support.

Complaint Handling and Service Recovery – You will handle complaints and implement service recovery by receiving customer complaints empathetically, documenting complaint details accurately, investigating issues thoroughly, coordinating solutions with appropriate teams, implementing service recovery initiatives, escalating complex matters to supervisors, following up on complaint resolution, and ensuring customer satisfaction and retention.

Order Processing and Transaction Support – You will process orders and support transactions by receiving customer orders and requests, entering order information into systems, verifying order details and accuracy, processing transactions and payments, coordinating order fulfillment, tracking order status, providing order updates to customers, and ensuring accurate, efficient transaction processing.

Call Documentation and Record Management – You will document calls and manage records by logging call details and customer interactions, recording inquiry types and resolutions, maintaining accurate customer notes, updating CRM systems, documenting complaint details and actions, ensuring comprehensive call records, and maintaining organized, accessible customer interaction history.

Quality Service Standards and Compliance – You will maintain quality service standards by adhering to call handling protocols and scripts, following company policies and procedures, maintaining professional telephone etiquette, meeting quality assurance standards, ensuring accurate information delivery, complying with regulatory requirements, and consistently delivering high-quality customer service.

Customer Satisfaction and Experience Enhancement – You will drive customer satisfaction by providing friendly, professional service, demonstrating empathy and understanding, personalizing customer interactions, going the extra mile to assist customers, proactively addressing needs, anticipating questions, and creating positive, memorable customer experiences.

How to Apply:

Send your updated CV to info@tafaseel.ae. Please highlight your contact center agent or customer service experience, your language proficiencies (especially Arabic and English), your call handling and problem-solving capabilities, your computer and system skills, examples of excellent customer service you have provided, and your ability to work in fast-paced contact center environments with shift-based schedules. Forward to anyone in your network who may be a strong fit.

About the Company:

Tafaseel Group Holding is seeking a professional, customer-focused Contact Center Agent who brings strong communication skills, problem-solving capabilities, and a genuine commitment to customer satisfaction to handle customer inquiries, resolve issues, provide information, and deliver exceptional customer service experiences that reflect Tafaseel Group Holding's commitment to customer excellence in Ajman.