Call Center Agent

About the role

The Call Center Agent is responsible for handling inbound customer calls, delivering accurate information, and ensuring a positive and efficient experience. The role focuses on maintaining high customer satisfaction while adhering to scheduling and procedural guidelines.

Key responsibilities

• Follow staffing schedules and break allowances.
• Provide customers with accurate information in a friendly tone.
• Minimize wait and hold times to improve the overall experience.
• Create complaint tickets in line with company policies.
• Update the database with the latest customer details.
• Manage stressed, angry, or confused customers positively.
• Escalate cases that require intervention by the Shift in Charge or Call Centre Manager.

Required profile

• Prior experience in a call centre or customer service environment.
• Strong communication skills in both Arabic and English.
• Good computer proficiency.
• Minimum education: High School diploma or equivalent.

Required skills