Contact Center Agent

Supertech Innovation Labs; Riyadh; On-site; SAR 42,000 - 60,000; Full time

Job summary

A leading technology company in Saudi Arabia is seeking a Customer Service Representative to enhance customer experiences, handle inquiries, and support ticket sales through various channels. The role offers an opportunity to work in a dynamic team environment, ensuring customer satisfaction during event bookings and service engagement.

Qualifications

• Excellent communication skills in English and Arabic.
• Strong customer service skills required.
• Good computer skills essential.

Responsibilities

• Handle inbound and outbound calls and assist customers with inquiries.
• Sell event tickets and manage bookings through various channels.
• Support clients and merchants, ensuring satisfaction and handling complaints.

Skills

Communication

Customer Service

Computer Skills

Education

Diploma or Bachelor's degree

Fresh graduates or 1-2 years of experience

Job description

Do you want to love what you do at work? Do you want to make a difference, impact lives, and transform people's experiences? Are you eager to work with a team that strives to disrupt the normal, boring, and average?

If yes, then this is the job for you! webook.com is Saudi Arabia's leading event ticketing and experience booking platform, known for its technology, features, agility, and revenue. We have served some of the largest mega events in the Kingdom, surpassing 2 billion in sales. webook.com is part of the Supertech Group, which also includes UXBERT Labs, one of the top digital and user experience design agencies in the GCC, and Kafu Games, the largest esports tournament platform in MENA.

Key Responsibilities:

• Handle inbound and outbound calls for contact center departments, including sales and telemarketing.
• Assist customers with inquiries, complaints, and feedback through all service channels, providing excellent customer service.
• Act as a source of information for customers, gather feedback, and work to enhance customer satisfaction.
• Support clients, merchants, and service providers by collecting feedback, leads, and handling inquiries and complaints.

Requirements:

• Follow company policies and instructions; maintain company equipment and image.
• Adhere to work schedules, breaks, and deadlines.
• Answer inbound calls and provide the required services to customers.
• Book, reschedule, and cancel experience bookings for customers and service providers.
• Sell event tickets via inbound and outbound calls and other contact channels.
• Handle transactions through WhatsApp, social media, email, live chat, and other channels.
• Manage customer complaints, inquiries, and feedback to ensure customer satisfaction.
• Escalate issues to the appropriate departments and follow up for solutions.
• Conduct outbound research, marketing, and sales calls for projects.
• Update and manage merchants and DMCs experiences according to business needs.
• Support merchants and DMCs with inquiries, complaints, and feedback across all channels.
• Maintain individual Key Performance Indicators (KPIs).

Key Qualifications:

• Diploma or Bachelor's degree.
• Fresh graduates or 1-2 years of experience.
• Excellent communication skills.
• Strong customer service skills.
• Proficiency in English and Arabic.
• Good computer skills.