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Any Nationality
Gender
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Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Handle inbound and outbound customer interactions across all channels including voice, email, chat, and WhatsApp in a courteous, professional, and empathetic manner
Follow call and chat scripts while adapting to the customer's emotional cues to deliver personalized service
Capture customer data accurately and comprehensively in CRM/omnichannel platform to support reporting and operational decision-making
Maintain updated knowledge of Ejadah services (FM, B2C, Security), processes, and tools to offer prompt and correct resolutions
Escalate unresolved or high-impact issues in line with SOPs, ensuring timely follow-up and feedback to the customer
Participate in refresher trainings, quality feedback sessions, and team meetings to improve performance
Support during emergencies (e.g., rainstorm, power outages) with a calm, proactive, and solutions-first approach
Maintain a tidy and professional workstation and adhere to hygiene and ergonomic guidelines
Desired Candidate Profile
Job Context:
24/6 rotational shifts; readiness to work during weekends or holidays as required.
Must be physically and mentally fit to use a headset for extended periods and respond quickly under pressure.
Must report 15 minutes prior to shift; break adherence is mandatory.
Expected to work in a fast-paced, multilingual, and multicultural environment
Educational Qualifications
High School Diploma or equivalent (mandatory)
Bachelor’s Degree
Experience
Minimum 2 years of contact centre experience, including working on an omnichannel platform (voice, email, chat, WhatsApp).
Experience with CRM systems (Salesforce, Genesys, Freshdesk, or equivalent) preferred.
Familiarity with facilities management, service request logging, and complaint management is advantageous.
Certifications (Desirable)
Customer Service / Contact Centre Certification
Basic IT Literacy or Typing Speed Certification
Competencies - Technical:
Omnichannel System Proficiency
CRM and Ticketing Tools
Call Script Adherence
Typing and Documentation
Data Entry Accuracy
Knowledge of Ejadah Services
Competencies - Behavioural
Customer-Centric Attitude
Active Listening
Patience and Empathy
Stress Management
Adaptability
Team Collaboration
Employment Type
- Full Time
Company Industry
Department / Functional Area
Keywords
- Omnichannel
- CRM
- Ticketing Tools
- Genesys
- Salesforce
- Customer Service
- Conflict Resolution
- Problem Solving
- CRM Software
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Ejadah Asset Management Group LLC
Aneeja
PO Box 500388, Dubai, United Arab Emirates,, Dubai, United Arab Emirates (UAE)
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