Call center agent

SWATX; Muscat; On-site; OMR 10,000 - 15,000; Full time

Job summary

A customer service company in Oman is seeking a Customer Support Agent to manage incoming calls and address customer inquiries. The ideal candidate will have strong communication skills and be proficient in CRM software. Responsibilities include resolving complaints, maintaining product knowledge, and meeting performance metrics. Fluency in Arabic is preferred, with knowledge of English as an advantage.

Qualifications

• Strong communication skills, both verbal and written.
• Ability to handle stressful situations and manage customer expectations effectively.
• Prior experience in a customer service or call center role is preferred.

Responsibilities

• Managing incoming calls and addressing customer inquiries.
• Identifying and resolving customer complaints efficiently.
• Recording and documenting interactions accurately in the CRM system.

Skills

Communication skills

Problem-solving

Stress management

Computer proficiency

Fluency in Arabic

Education

High school diploma or equivalent

Degree in a related field

Tools

CRM software

Job description

Customer Support: Managing incoming calls, addressing customer inquiries, and providing accurate information regarding products and services. The agent should listen to customers actively and offer solutions based on their needs.

Issue Resolution: Identifying and resolving customer complaints efficiently and effectively while maintaining a positive customer experience.

Data Entry and Documentation: Recording and documenting interactions accurately in the customer relationship management (CRM) system for follow-up and quality assurance purposes.

Product Knowledge: Maintaining up-to-date knowledge of product offerings, policies, and procedures to provide accurate and relevant support to customers.

Collaboration: Working with team members and other departments to ensure seamless service delivery and escalate issues as needed to ensure customer satisfaction.

Performance Metrics: Meeting or exceeding daily, weekly, and monthly performance goals and targets related to calls handled, customer satisfaction, and first call resolution rates.

Requirements

• High school diploma or equivalent is required; a degree in a related field is a plus
• Prior experience in a customer service or call center role is preferred
• Strong communication skills, both verbal and written
• Ability to handle stressful situations and manage customer expectations effectively
• Proficient in using computer systems and CRM software
• Fluency in Arabic is preferred; knowledge of English is an advantage