Contact Center Officer

eXtra (United Electronics Co.); Al Khobar; On-site; SAR 60,000 - 90,000; Full time

Job summary

eXtra (United Electronics Co.) is seeking a Contact Center Officer to join the CXD team in Saudi Arabia. The role focuses on handling a high volume of calls, addressing product and order inquiries, and resolving issues with empathy.

You will log interactions in the CRM and support internal teams to ensure customer satisfaction. The ideal candidate is bilingual in Arabic and English, customer-focused, adaptable, and capable of working under pressure while meeting KPIs and staying informed on

Qualifications

• Communicate effectively in Arabic and English.
• Customer-focused mindset with problem-solving abilities.
• Ability to remain calm and professional when handling challenging situations.
• Familiar with 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.

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.

Skills

Bilingual Arabic/English

Customer-focused

Problem-solving

CRM proficiency

Adaptable

Calm under pressure

Teamwork

Tools

CRM systems

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.