Contact Center Officer

eXtra (United Electronics Co.); Al Khobar; On-site; SAR 67,000 - 100,000; Full time

Job summary

eXtra (United Electronics Co.) is seeking a Contact Center Officer to join the CXD team in Saudi Arabia. You will handle a high volume of inbound and outbound calls, respond to inquiries, and provide timely product information with empathy.

You will log interactions in CRM, meet KPIs for call quality and handling time, coordinate with stores and logistics, and stay updated on promotions. Arabic and English fluency, customer focus, and teamwork are essential.

Qualifications

• Fluent in Arabic and English.
• Customer-focused with strong problem-solving abilities.
• Calm and professional under pressure.
• Proficient with CRM systems and contact center tools.
• Willing to work 6 days per week in shifts.

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 escalate 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 guidelines.
• Coordinate with internal teams (stores, logistics, after-sales) to resolve issues.
• Meet KPIs for call quality, average handling time, and customer satisfaction.
• Stay updated on promotions, policy changes, and new product offerings.

Skills

Arabic

English

Customer service

CRM proficiency

Problem solving

Call handling

Teamwork

Shift work

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.
• Flexible work 6 days per week, working in shifts.