Contact Center Agent

Supertech Innovation Labs; Riyadh; On-site; SAR 48,000 - 120,000; Full time

Job summary

A leading event ticketing platform in Saudi Arabia seeks Customer Service Agents to support various customer service channels. The role involves handling inbound and outbound calls, providing exemplary customer service, and managing complaints. A diploma or bachelor’s degree is required, along with excellent communication skills in both English and Arabic. Fresh graduates are welcome to apply for this dynamic position with development opportunities. Join us to make a difference in the ticketing industry!

Qualifications

• Fresh Graduates or 1-2 years of experience in a relevant field.

Responsibilities

• Handle inbound and outbound calls including sales and telemarketing.
• Provide customer service support across all channels.
• Book, reschedule, and cancel experience bookings.
• Handle customer complaints and inquiries efficiently.
• Maintain KPIs (Key Performance Indicators) performance.

Skills

Excellent communication skills

Good customer service skills

Good command of English and Arabic Languages

Good Computer skills

Education

Diploma Degree or bachelor’s degree

Job description

Do you want to love what you do at work? Do you want to make a difference, an impact, transform peoples lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?

If yes, then this is the job you're looking for. webook.com is Saudi's #1 event ticketing and experience booking platform in terms of technology, features, agility, revenue serving some of the largest mega events in the Kingdom surpassing over 2 billion sales.

Key Responsibilities

• Handle contact center departments inbound and outbound calls including Sales and telemarketing calls
• Provide contact center departments customers with the services they are looking for, handle customers complaints, and inquiries through all customer service channels
• Act as a source of information for customers, collect customers feedback and enhance customer satisfaction
• Contact center agents will also be responsible for supporting clients merchants and service providers by collecting their feedback, leads and handling their inquiries and complaints

Requirements

• Follow Company's Policies, and instructions, and maintain the company's equipment and prestigious image
• Adhere to working hours schedules, breaks, and tasks assigned and deliver it before the deadline
• Answer contact center departments inbound calls, and serve the customer with the required services
• Book, reschedule, and cancel experience bookings on behalf of customers and service providers
• Sell events tickets through inbound, outbound calls, and all contact center departments channels
• Handle customers incoming and outgoing transactions through WhatsApp, social media direct messages and public posts or comments, Email, live chat and any other customer service channels
• Handle customer complaints, inquiries and feedback through all customer service channels, and make sure to provide our customers with mastery shopping services, and enhance customer satisfaction
• Escalate customer complaints and feedback to the concerned department and follow up to get a solid solution for it
• Make outbound research marketing and sales calls for our projects
• Modify, review, upload, and remove merchants and DMCs experiences according to the business needs
• Handle merchants and DMCs Inquiries, complaints, and feedback through all contact center channels, and provide them with full support
• Maintain individuals KPIs (Key Performance Indicators)

Key Qualifications

• Diploma Degree or bachelor’s degree
• Fresh Graduates, 1-2 years of experience
• Excellent communication skills
• Good customer service skills
• Good command of English and Arabic Languages
• Good Computer skills