The Receptionist is the first point of contact for visitors and clients, creating a professional and welcoming environment. They manage the front desk, answer incoming calls, direct queries to the appropriate departments, and handle general administrative duties. Receptionists ensure that all visitors are attended to promptly and that front office operations run smoothly. They maintain an organized reception area, manage appointment schedules, and support internal communication.

The Call Centre Manager oversees the daily operations of the call centre, ensuring that customer service standards and operational targets are consistently met. They monitor agent performance, manage shift schedules, and provide coaching and support to ensure optimal team productivity. The Call Centre Manager handles escalated calls, resolves complex client issues, and implements training programs to continuously improve service quality. They also analyze call centre metrics, prepare performance reports, and develop strategies for enhancing client satisfaction and operational efficiency.

A Call Centre Agent is responsible for responding to client inquiries via phone, offering professional support and solutions to a wide range of customer issues. They resolve complaints, provide accurate information regarding UAESA’s services, and ensure a high standard of customer satisfaction. Agents are required to maintain detailed call logs, escalate complex queries when necessary, and adhere to approved call scripts and communication protocols. Their role is vital in representing the company’s brand, maintaining client trust, and ensuring service consistency.