Customer enquiries
Answer incoming questions on orders, services, accounts and general information.
Call Centre & Customer Care
For businesses in the UAE and overseas
Agreed customer-contact support for enquiries, assistance requests, complaints and account follow-up, with approved scripts, supervision and clear reporting.
What we do
Whether your customers are in the UAE or abroad, they expect quick, clear and courteous answers. Univara’s UAE-based team supports local businesses and overseas companies, working to your instructions, your service standards and the time zones your customers are in.
UAE
- Support for UAE businesses and their customers
- UAE working hours, with extended hours on request
- Local market and customer understanding
- Languages: [confirm, e.g. English and Arabic]
Overseas
- Support for overseas companies with customers in the UAE or GCC
- Coverage across agreed time zones
- UAE companies with customers in other countries
- Markets: [confirm, e.g. GCC, UK, South Asia]
Assistance requests
Log, follow up and close requests within agreed timeframes.
Complaint handling
Record complaints, acknowledge them promptly and pass them to your team with full details.
Account follow-up
Courteous follow-up on outstanding balances, payment dates and missing documents, in the UAE and abroad.
Outbound calls
Confirmations, reminders, renewals and customer updates, using approved scripts.
Reporting
Regular reports on contact volumes, outcomes, open issues and next steps, by market.
Best suited for
Businesses that need extra capacity for customer enquiries, complaints or account follow-up.
- UAE businesses whose in-house team is stretched
- Overseas companies that need a contact team for customers in the UAE or GCC
- UAE companies with customers in other countries
- Businesses handling seasonal or campaign peaks
How it works
Understand your needs
Call types, volumes, markets, time zones and languages.
Agree scripts and rules
Approved scripts, escalation routes and each market’s contact rules.
Go live
A trained, supervised team handles contacts in your agreed way.
Report and improve
Regular reports by market and review meetings to refine the service.
How we work
Approved scripts only
Your business approves what is said on its behalf.
Local rules respected
Contact hours and practices follow the rules of each customer’s country.
Supervision and quality checks
Interactions are monitored against agreed standards.
Data protection
Customer information is handled confidentially; data is transferred across borders only with your approval and where the law allows.
Common questions
Can you support customers outside the UAE?
Yes, in agreed markets and time zones.
We are based overseas. Can we use your UAE team?
Yes. We agree the scope, scripts and reporting with you remotely.
Can your team use our company name on calls?
Yes, where agreed in writing and using scripts you approve.
Do you handle both inbound and outbound calls?
Yes. The mix is agreed during set-up.
Can we start with a small team?
Yes. The service can start small and grow with your volumes.
Need customer-contact support in the UAE or overseas?
Tell us about your markets, call volumes and service needs, and we will propose a suitable set-up.