Job Description

Job Category: Administration
:

• Answer calls politely and respond to emails
• Provide information about the company's products or services and create interest in the offer
• Identify customer inquiries, complaints, concerns, and overall needs
• Research required information using available resources
• Route calls to appropriate departments
• Follow up with the customer whenever necessary
• Identify and escalate priority issues
• Document all call logs information for future reference
• Send daily / weekly reports to the Line Manager
• Report any customer feedbacks

Responsibilities:

• Answer calls politely and respond to emails
• Provide information about the company's products or services and create interest in the offer
• Identify customer inquiries, complaints, concerns, and overall needs
• Research required information using available resources
• Route calls to appropriate departments
• Follow up with the customer whenever necessary
• Identify and escalate priority issues
• Document all call logs information for future reference
• Send daily / weekly reports to the Line Manager
• Report any customer feedbacks

Qualifications: 8. QUALIFICATIONS, EDUCATION AND EXPERIENCE
ESSENTIAL
PREFERRED
Education

• Bachelor's degree or Diploma in Business Administration, Management, Communications, or a related field

• Bachelor's degree in Business Management, Operations Management, or Healthcare Administration

Experience

• Minimum 2-3 years' experience in a call center or customer service environment
• At least 1 year in a coordination, senior agent, or supervisory support role

• Experience in a healthcare, hospitality, or service-driven call center environment
• Exposure to workforce management or quality assurance functions

Certification and Licensure

• None

• Call Center Management Certification (e.g., COPC, ICMI)
• o Customer Service or Quality Assurance certification

Job Specific Knowledge and Skills

• Strong knowledge of call center operations and workflows
• Proficiency in call center systems (CRM, call routing, reporting tools)
• Good command of written and spoken English
• Strong organizational, coordination, and time-management skills
• Ability to handle pressure and manage multiple priorities

• Knowledge of KPI tracking, SLA management, and basic workforce planning.
• Experience with call quality monitoring and coaching
• Bilingual skills (Arabic an advantage)
• Advanced Excel or reporting skills

Skills Required