Contact Center Agent

About the role

We are looking for a proactive Contact Center Agent to join our UAE Customer Care team while working from Kochi, India. The role involves delivering exceptional service across phone, email, WhatsApp and social media, handling inquiries, orders and complaints, and turning interactions into sales opportunities.

Key responsibilities

• Respond to customer inquiries, requests and complaints via multiple channels in a professional and timely manner.
• Promote products, seasonal offers and add‑on services to achieve sales conversion and upsell/cross‑sell targets.
• Process orders, modifications, cancellations, refunds and exchanges accurately in the system.
• Identify root causes of complaints, coordinate with production, logistics and delivery teams, and ensure timely resolution.
• Follow up on quotations, abandoned inquiries and pending orders to improve conversion rates.
• Maintain up‑to‑date customer records and log interactions in the CRM.
• Escalate complex issues to the appropriate department when required.
• Meet defined KPIs for service quality, response time and sales performance.

Required profile

• 1–3 years of experience in customer care, contact centre, tele‑sales or a similar customer‑facing role.
• Proven ability to handle inquiries, complaints and order management.
• Experience in sales conversion, upselling or cross‑selling is preferred.
• Background in hospitality, F&B, retail or related industries is an advantage.
• Fluent verbal and written English.

Required skills

• Strong communication skills in English, both spoken and written.
• Familiarity with CRM systems for recording customer interactions.