Call Center Agent

We are currently seeking an experienced Arabic-English Call Centre Agent to join a growing customer service team within the device protection and claims administration sector. The successful candidate will be responsible for handling customer inquiries, managing claims‑related communications, and delivering exceptional customer service while maintaining a high level of professionalism and empathy.

This role is ideal for candidates with previous experience in call centres, customer support, warranty services, insurance claims administration, or after‑sales service environments.

• Handle inbound and outbound customer calls related to device protection plans, warranty services, and claims processes.
• Provide accurate information regarding claim status, policy coverage, and service procedures.
• Manage customer expectations and professionally communicate claim outcomes and coverage decisions.
• Assist customers with payment collection processes by sending payment links and following up on outstanding payments.
• Coordinate with repair and service centres to monitor claim progress and ensure timely closure.
• Maintain detailed records of customer interactions and claim updates within internal systems.
• Resolve customer concerns efficiently while ensuring a positive customer experience.
• Escalate complex cases when necessary and collaborate with internal departments for prompt resolution.
• Ensure compliance with company procedures, service standards, and data confidentiality requirements.

• Previous experience in a call centre, customer service, telecalling, or claims administration role.
• Experience handling warranty claims, device protection plans, accidental damage claims, or insurance‑related services is highly preferred.
• Fluency in both Arabic and English (written and spoken) is mandatory.
• Excellent communication, interpersonal, and customer service skills.
• Strong ability to manage challenging customer situations with patience, empathy, and professionalism.
• Good organizational skills with the ability to multitask and prioritize workload.
• Proficiency in Microsoft Office applications and CRM systems is an advantage.
• UAE driving licence is preferred.

• Experience working in consumer electronics, device protection services, insurance, warranty management, or customer support environments.
• Strong problem‑solving and follow‑up capabilities.
• Candidates currently residing in the UAE and available for immediate joining will be preferred.

• Bilingual Communication (Arabic & English)
• Customer Service
• Call Centre Operations
• Telecalling / Telemarketing
• Inbound & Outbound Calling
• Customer Relationship Management (CRM)
• Complaint Resolution
• Customer Retention
• Customer Support
• Client Communication

• Extended Warranty Claims Handling
• Accidental Damage Claims Processing
• Insurance Claims Administration
• Device Protection Plans
• Service Coordination
• Claims Follow‑up
• Policy Coverage Explanation
• Claims Documentation
• Payment Collection & Follow‑up

• Empathy
• Active Listening
• Conflict Resolution
• Negotiation Skills
• Problem Solving
• Patience
• Time Management
• Attention to Detail
• Multitasking
• Professional Communication

• CRM Software (Salesforce, Zoho, Hub Spot, Freshdesk, etc.)
• Microsoft Office (Excel, Word, Outlook)
• Data Entry
• Call Logging & Reporting
• Email Correspondence

Candidates from the following backgrounds would be highly relevant:

• Device Protection Services
• Extended Warranty Providers
• Consumer Electronics Retail
• Insurance & Claims Administration
• Customer Support BPOs
• Telecom Customer Service
• Electronics Service Centres
• After‑Sales Support Operations