Call Center Agent

سواعد للتوظيف | Sawaid Recruitment; Riyadh; On-site; SAR 120,000 - 150,000; Full time

Job summary

A recruitment agency in Riyadh is looking for a Call Center Agent to provide frontline customer support. The role involves handling customer inquiries, resolving issues, and maintaining high service quality. Ideal candidates should possess excellent communication skills in English, and experience in call center or customer service is a plus. Strong problem-solving and interpersonal skills are essential. This is a full-time, entry-level position aimed at enhancing customer satisfaction.

Qualifications

• Previous experience in a call center or customer service role is an advantage.
• Basic computer skills required.

Responsibilities

• Handle inbound and outbound calls professionally and efficiently.
• Respond to customer inquiries regarding products, services, and support.
• Register service requests and follow up with relevant departments.
• Maintain accurate records of customer interactions in the CRM.
• Escalate unresolved issues to supervisors or technical support.
• Ensure high customer satisfaction through excellent communication.
• Follow call center processes to maintain consistent service quality.
• Participate in training sessions for updates on products and procedures.

Skills

Excellent verbal communication skills in English

Strong listening skills

Problem-solving skills

Interpersonal skills

Ability to work under pressure

Education

High school or higher degree

Tools

CRM systems

Job description

Role Overview

The Call Center Agent provides frontline customer support, ensuring inquiries are handled efficiently, issues are resolved promptly, and overall service quality and customer satisfaction are maintained.

Key Responsibilities

• Handle inbound and outbound calls professionally and efficiently.
• Respond to customer inquiries regarding the company products, services, warranties, and support.
• Register service requests, complaints, and follow up with relevant departments to ensure timely resolution.
• Provide accurate product and service information to customers.
• Maintain detailed and accurate records of customer interactions in the system (CRM).
• Escalate unresolved issues to VOC, supervisors or technical support teams when necessary.
• Ensure a high level of customer satisfaction through excellent communication and problem‑solving skills.
• Follow call center processes, scripts, and standards to maintain consistent service quality.
• Meet daily, weekly, and monthly performance targets (NPS, FCR, CSAT, etc.).
• Participate in training sessions to stay updated on new products, services, and procedures.

Requirements

• High school or higher degree.
• Excellent verbal and written communication skills in English.
• Previous experience in a call center or customer service role is an advantage.
• Strong listening, problem‑solving, and interpersonal skills.
• Ability to work under pressure and handle challenging customer situations.
• Basic computer skills and proficiency in CRM systems.

Seniority Level

Entry level

Employment Type

Full‑time

Job Function

Customer Service

Location: Riyadh, Saudi Arabia