Job Description

Call Center Agent (Arabic Speaker)
Position: Call Center Agent - Arabic Speaking
Location: Ajman, UAE
Employment Type: Permanent, Full-time
Monthly Salary: AED 5,150
Department: Customer Service / Citizen Contact Center
Reporting To: Call Center Team Leader / Supervisor
About the Role
We are seeking articulate and experienced Arabic-speaking Call Center Agents to join the prestigious contact center of a large government organization in Ajman. In this pivotal role, you will be the first point of contact, providing exceptional service to citizens, residents, and stakeholders. You will handle inquiries, provide accurate information on government services, and resolve issues efficiently, upholding the organization's commitment to excellence and public service.
Key Responsibilities

• Handle inbound and outbound calls in fluent, professional Arabic (and English as required).
• Provide comprehensive information and support regarding the organization's services, procedures, and policies.
• Accurately log, process, and follow up on customer inquiries, requests, and complaints in the CRM system.
• Resolve customer issues effectively at the first point of contact whenever possible, demonstrating empathy and problem-solving skills.
• Adhere strictly to approved scripts, guidelines, and service level agreements (SLAs).
• Maintain up-to-date knowledge of all government services, updates, and digital channels.
• Ensure the confidentiality and security of all customer information and data.
• Participate in regular training sessions and performance reviews to meet quality assurance standards.
• Achieve individual and team targets for call handling, quality, and customer satisfaction.

Qualifications & Experience

• Nationality: Open to all nationalities.
• Language: Native / Fluent Arabic proficiency (written and spoken) is mandatory. Good command of English is essential.
• Experience: Minimum of 1 year of proven experience in a call center or customer service role, preferably within a government entity, telecom, banking, or a high-volume service environment.
• Education: High School Diploma is minimum; a Bachelor's degree is preferred.

Required Skills & Competencies

• Exceptional Communication Skills: Clear, patient, and professional telephone etiquette.
• Customer-Centric Attitude: A genuine passion for helping people and providing outstanding service.
• Technical Proficiency: Ability to quickly learn and navigate CRM software, call management systems, and Microsoft Office.
• Problem-Solving: Ability to analyze issues, identify solutions, and make sound decisions.
• Resilience & Adaptability: Ability to work in a fast-paced environment, handle challenging calls, and adapt to new processes.
• Teamwork: Collaborative spirit with a commitment to team goals.

What We Offer

• A stable, permanent position with a leading government organization.
• A competitive monthly salary of AED 5,150.
• Comprehensive employment benefits as per UAE labor law and organizational policy.
• Opportunities for professional development and career growth within the government sector.
• A structured and supportive work environment.

Application Process
Interested and qualified candidates who meet the minimum 1-year call center experience requirement are invited to submit their updated CV.
Only shortlisted candidates will be contacted for an interview.

Skills Required