Contact Center Agent

Orbit Communications Company; Riyadh; On-site; SAR 100,000 - 156,000; Full time

Job summary

Orbit Communications Company in Riyadh is seeking a customer service specialist to manage inbound and outbound interactions across voice, email, and digital touchpoints while upholding COPC standards and KPIs.

You will respond to questions, handle complaints, conduct CSI surveys, escalate critical issues, and support quality assurance through data-driven analysis and excellent written and verbal communication.

Responsibilities

• Good understanding of COPC standards, Contact Center KPIs, and performance metrics, such as SLA, FCR, AHT, CSAT, Quality, and Productivity.
• Handling Inbound / outbound activities professionally.
• Creating Requests & complaints accurately and tunnel it to the assigned department.
• Applying the FCR – First contact resolution during handling the inbound interactions, voice/emails/Livechat/social media.
• Deliver quality customer service for Inbound / outbound customers by responding directly to customer questions, feedback, inquiries, and complaints across all over the touchpoints (IVR, and digital platforms).
• Writing skills to engage with the customers through the digital platforms.
• Escalating the critical cases.
• Conducting CSI surveys on a daily basis if required.
• Performing basic analysis and investigation which related to customer's concerns (upon request).
• Innovatively articulate information and business rules with excellent written and verbal skills.
• Truthfully interactions to questions regarding products and services.
• Professionally assist and influence customers to validate their experience in case of any abnormal complaints that lead the customers to be frustrated.
• Driving Operations Departments to determine viral issues to provide a higher level of customer service.
• Performing any sales surveying or any marketing campaigns within company products and services only (upon request).

Job description

• Good understanding of COPC standards, Contact Center KPIs, and performance metrics, such as SLA, FCR, AHT, CSAT, Quality, and Productivity.
• Handling Inbound / outbound activities professionally.
• Creating Requests & complaints accurately and tunnel it to the assigned department.
• Applying the FCR – First contact resolution during handling the inbound interactions, voice/emails/Livechat/social media.
• Deliver quality customer service for Inbound / outbound customers by responding directly to customer questions, feedback, inquiries, and complaints across all over the touchpoints (IVR, and digital platforms).
• Writing skills to engage with the customers through the digital platforms.
• Escalating the critical cases.
• Conducting CSI surveys on a daily basis if required.
• Performing basic analysis and investigation which related to customer's concerns (upon request).
• Innovatively articulate information and business rules with excellent written and verbal skills.
• Truthfully interactions to questions regarding products and services.
• Professionally assist and influence customers to validate their experience in case of any abnormal complaints that lead the customers to be frustrated.
• Driving Operations Departments to determine viral issues to provide a higher level of customer service.
• Performing any sales surveying or any marketing campaigns within company products and services only (upon request).