Independent Food Company is home to some of the region's most recognised hospitality concepts, including SALT, Somewhere, Parker's, Shalwa, Somewhere, and Public. We are a fast-growing organisation with an expanding portfolio of concepts, an active acquisition strategy, and ambitious plans for growth across new and existing markets.
We seeking to appoint four Call Centre Agents who will serve as the first point of contact for customers, handling inbound and outbound calls, responding to inquiries, resolving issues, and providing accurate information about products and services. The role requires excellent communication skills, a customer-focused approach, and the ability to maintain high service standards while ensuring customer satisfaction.
Key Responsibilities:
- Handle inbound and outbound customer calls in a professional and courteous manner.
- Respond to customer inquiries, complaints, and service requests promptly and accurately.
- Provide information about products, services, policies, and procedures.
- Record customer interactions and update customer information in the CRM system.
- Resolve customer concerns efficiently or escalate complex issues to the relevant department.
- Follow up on customer requests to ensure timely resolution.
- Meet established performance metrics, including quality, productivity, and customer satisfaction targets.
- Maintain confidentiality of customer information and comply with company policies.
- Support customer engagement initiatives and contribute to continuous service improvement.
- Collaborate with internal teams to ensure a seamless customer experience.
Requirements:
- UAE National with a valid Family Book
- High School Diploma, Diploma, or Bachelor's Degree
- Previous customer service or call centre experience is an advantage
- Strong verbal and written communication skills in Arabic and English
- Ability to work in a fast-paced environment and manage multiple tasks.
- Flexible to work shifts, weekends, and public holidays as assigned by management