Contact Center Officer

eXtra (United Electronics Co.); Al Khobar; On-site; SAR 36,000 - 60,000; Full time

Job summary

eXtra (United Electronics Co.) is hiring a Contact Center Officer to join our CXD team in Al Khobar. You will handle high-volume calls with professionalism and empathy, guiding customers through product information, orders, returns, and services.

You will log interactions in our CRM, follow scripts, and collaborate with stores, logistics, and after-sales to resolve issues while meeting KPIs for call quality, handling time, and customer satisfaction. Fluency in Arabic and English is essential.

Qualifications

• Strong communication skills in Arabic and English.
• Customer-focused with strong problem-solving abilities.
• Calm and professional in challenging situations.
• Able to use CRM systems and contact center technologies.
• Adaptable and quick to learn new systems.
• Capable of handling high call volumes.
• Strong teamwork and collaboration.

Responsibilities

• Handle a high volume of inbound and outbound calls professionally.
• Respond to inquiries about products, orders, returns, services, and store info.
• Resolve complaints with empathy and escalate when needed.
• Log interactions in CRM accurately.
• Provide product knowledge to improve customer experience.
• Follow scripts, policies and guidelines.
• Coordinate with stores, logistics, after-sales to resolve issues.
• Meet KPIs on call quality, handling time, and CSAT.
• Stay updated on promotions, policies, and new products.

Skills

Bilingual Arabic/English

Customer focus

Problem solving

CRM familiarity

Calm under pressure

Teamwork

Tools

CRM software

Job description

We are actively looking for a Contact Center Officer to join our CXD team,

Core Responsibilities:

• Handle a high volume of inbound and outbound calls professionally and promptly.
• Respond to customer inquiries related to products, orders, returns, services, and store information.
• Resolve customer complaints with empathy and efficiency, escalating unresolved issues when required.
• Log all customer interactions accurately using CRM systems.
• Provide clear product knowledge and guidance to enhance the customer experience.
• Follow communication scripts, policies, and operational guidelines.
• Coordinate with internal teams (stores, logistics, after-sales, etc.) to ensure customer issues are resolved.
• Meet assigned KPIs including call quality, average handling time, and customer satisfaction.
• Stay updated on promotions, policy changes, and new product offerings.

Essential Qualifications & Skills:

• Strong communication skills in Arabic and English.
• Customer-focused mindset with strong problem-solving abilities.
• Ability to remain calm and professional when handling challenging situations.
• Comfortable using CRM systems and contact center technologies.
• Adaptable, quick to learn new systems and tools.
• Ability to work under pressure and manage high call volumes.
• Strong teamwork and collaboration skills.