Contact Center Agent

SIAD Holding; Jeddah; On-site; SAR 48,000 - 120,000; Full time

Job summary

A leading company in Jeddah is seeking a Customer Service Representative responsible for managing customer interactions through calls, emails, and messages. The role includes assisting with reservations, resolving issues, and promoting services. Ideal candidates should possess strong communication skills and a customer-oriented mindset, focusing on providing a positive experience.

Qualifications

• Proven experience in a customer service role.
• Strong communication and active listening skills.
• Ability to handle multiple tasks simultaneously.

Responsibilities

• Handle all related customer interactions including calls, emails, and messages.
• Assist customers with reservations for services or products.
• Resolve customer complaints and maintain accurate records.

Skills

Communication Skills

Active Listening

Problem-Solving

Customer Service Orientation

Multitasking

Empathy

Technical Proficiency

Tools

Call center software

CRM systems

Basic computer skills

Job description

Responsibilities:

• Handle all related interactions (calls,Emails,whatsapp,website massages , application massages, chatbot …etc).
• Handle inbound and outbound calls, emails, and messages regarding reservations and inquiries.
• Assist customers in making, changing, or canceling reservations for services or products.
• Provide detailed information about services, pricing, and availability.
• Resolve customer complaints and issues in a professional and efficient manner.
• Maintain accurate records of customer interactions and transactions in the database.
• Collaborate with other departments to ensure customer needs are met.
• Promote additional services or products to enhance customer experience.
• Stay informed about company policies, promotions, and industry trends.
• Achieve individual and team performance targets.
• Report on customer feedback
• Complete call logs and reports
• Manage & update customer databases
• Follow-up on customer calls
• Out-bound calls of all registered leads on all sources
• Add all calls Customer Data
• Arrange the shifts according to the business needs (including the holidays and weekends)

Skills:

• Communication Skills: Ability to convey information clearly and effectively, both verbally and in writing.
• Active Listening: Understanding customer needs and concerns by paying attention to their words and emotions.
• Problem-Solving: Quickly identifying issues and providing effective solutions.
• Customer Service Orientation: A strong focus on meeting customer needs and providing a positive experience.
• Multitasking: Handling multiple tasks simultaneously, such as talking with a customer while entering information into a system such as the customer info.
• Empathy: Understanding and relating to customers’ feelings and perspectives.
• Technical Proficiency: Familiarity with call center software, CRM systems, Call center System and basic computer skills.