Call Center Agent

Position Overview

Call Center Agent is responsible for responding to customer calls and providing a positive, efficient customer experience and ensuring high customer satisfaction

Essential Job Roles:

• Comply with staffing schedules and break allowances
• Provide customers with accurate information at all times
• Address the customers in a friendly tone and provide them with the best experience possible, minimizing customer wait/ hold time
• Create complaint tickets correctly, in adherence with policies and procedures
• Update the database with the most recent customer information
• Handle stressed, angry and confused customers in the most positive way possible
• Escalate cases that require intervention by Shift in Charge or Call Center Manager.

Skills, Knowledge & Experience Required

• Prior experience in a customer service role
• Good communication skills
• Able to communicate in Arabic and English
• Good computer skills