Contact Center Agent

Responsibilities:

• Respond to and resolve assigned support requests.
• Handle inbound customer calls in line with service standards and company culture to ensure high satisfaction.
• Support and adhere to Service Level Agreements (SLAs).
• Accurately log call data and customer information into CRM and related databases.
• Make outbound calls for teleservice, follow-ups, and appointment confirmations.
• Redirect calls to relevant departments or teams when needed.
• Respond to emails, live chats, and other omnichannel customer queries.
• Engage in customer recovery by offering special promotions or personalized offers.
• Perform regular customer data cleansing and system updates.
• Follow up with customers who missed appointments and assist with rescheduling.

Qualifications and Skills:

• Exceptional attention to detail and accuracy.
• Strong analytical skills to assess and merge data effectively; escalate complex issues when necessary.
• Proficiency in computer applications and data processing systems.
• Ability to manage and resolve conflicting data inputs.
• Composed, focused, and efficient under pressure; capable of meeting tight deadlines.
• Excellent oral and written communication skills.
• Flexible with work schedules, including shifts and weekends if required.
• High energy and results-driven, with a proactive approach to outbound teleservice calls.
• Minimum qualification: Associate’s Degree or High School Diploma.
• 1–2 years of call center experience preferred.
• Self-motivated with a strong sense of responsibility.
• Arabic language skills are an added advantage.