Job Description

SKILLS AND COMPETENCIES

Provide customer service representatives with excellent communication skills and product/service knowledge. Agents are expected to prioritize customer satisfaction by addressing inquiries, resolving issues, and providing assistance in a courteous and timely manner. Meeting or exceeding performance targets such as call handling times, resolution rates, and customer satisfaction scores is important to ensure the smooth functioning of the call center. Agents are expected to always maintain a professional demeanor, adhering to company policies and representing the organization positively in customer interactions. Ensuring accuracy in information provided to customers and meticulously documenting interactions or resolutions is crucial for maintaining quality service standards. Agents should be adaptable to changes in procedures, products, or systems, and be willing to undergo training or acquire new skills as required by the job. Collaborating with colleagues and contributing to a supportive team environment is essential for achieving collective goals and fostering a positive work culture. Regular attendance and adherence to scheduled work hours are expected to ensure adequate staffing levels and consistent service delivery. Agents are encouraged to seek feedback, identify areas for improvement, and actively participate in training or development initiatives to enhance their skills and performance. Agents must adhere to legal and regulatory requirements governing customer interactions, data privacy, and confidentiality of sensitive information. Demonstrating initiative and resourcefulness in resolving customer issues, escalating complex issues as necessary, and proactively seeking solutions contribute to effective problem-solving capabilities. Payment terms linked to milestone completions.

RESPONSIBILITIES

Proficiency in both Arabic and English languages is essential for the incumbent. Strong verbal and written communication skills are critical. Candidates should possess a customer-centric mindset and the ability to empathize with customers' concerns while providing satisfactory solutions. The ability to think critically and resolve customer issues efficiently is important in a fast-paced call center environment. Familiarity with basic computer applications and the ability to navigate through customer relationship management (CRM) software or ticketing systems is required. Call center agents should be adaptable to changing situations and flexible with their work schedules, as call volumes may fluctuate. Collaborating with colleagues and working effectively as part of a team is essential for maintaining a positive work environment and achieving common goals. The ability to remain calm and composed under pressure is vital in handling challenging customer interactions or high call volumes. While not always mandatory, prior experience in customer service or call center roles can be advantageous.

QUALIFICATIONS & EXPERIENCE

Two years' experience in a relevant profession is a mandatory requirement. A bachelor's degree or three years diploma or equivalent is mandatory. Additional professional certification or qualifications related to communications, contact center, customer service will be an advantage.
Job Type: Full-time

Application Question(s):

Are you fluent in both Arabic and English (spoken and written)? * Do you have at least 2 years of experience in a customer service or contact center role?