Call centre agent jobs in the UAE

About the role: Call centre agent

Call centre and contact centre agents help customers by phone, chat, email and social media: answering questions, solving problems, taking orders or bookings and handling complaints. Telesales roles focus on selling products or renewing subscriptions by phone.

In the UAE, contact centres serve telecoms operators, airlines and travel companies, e-commerce and delivery platforms, utilities, healthcare providers, retailers and government entities, which run customer service lines for their public services. Outsourcing companies also operate multilingual centres that support customers across the Gulf and the wider region.

Arabic and English are the most requested languages, and Hindi, Urdu, Tagalog, Russian and other languages are valued for specific customer groups. Shift work, including nights, weekends and public holidays, is common for 24/7 services. Performance is measured with indicators such as call quality, resolution rate and customer satisfaction.

Main responsibilities

• Answer inbound calls, chats and emails
• Diagnose and resolve customer issues
• Log interactions accurately in the CRM
• Escalate complex cases to the right team
• Meet quality and productivity targets

Skills employers look for

• Fluent Arabic and/or English
• Patience and active listening
• Clear, polite communication under pressure
• Typing speed and computer skills
• Availability for rotating shifts

Career path

Contact centres often promote from within: agents can move to team leader, quality analyst, trainer or workforce planner roles. A good attendance record and strong quality scores are the usual route to promotion.