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.

Key Responsibilities

• 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.

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.

Preferred Candidate Profile

• 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.