About the role
Job PurposeThe Call Center Agent is responsible for providing professional and efficient customer service over the phone by answering inquiries, resolving issues, and ensuring customer satisfaction in a timely and courteous manner.ResponsibilitiesInbound Calls HandlingAnswer incoming calls promptly and professionally.Provide accurate information about products, services, and order status.Handle complaints, troubleshoot issues, and offer effective solutions.Record call details, actions taken, and follow-ups required in the system.Outbound Calls SupportCall customers for follow-up on pending issues, feedback, or satisfaction checks.Confirm appointments or delivery schedules when needed.Conduct courtesy calls to ensure service quality and customer satisfaction.Issue EscalationEscalate unresolved or sensitive issues to the appropriate departments.Track open tickets and ensure follow-up with concerned teams for timely resolution.Documentation & ReportingMaintain accurate call logs and documentation.Share recurring issues with the supervisor to support service improvement initiatives.Compliance and Quality StandardsFollow call handling scripts and service quality guidelines.Maintain confidentiality of customer data and comply with company policies.
1–2 years of experience in a customer service or call center role.Strong communication skills and clear phone etiquette.Patience, empathy, and problem-solving abilities.Basic computer literacy and data entry skills.Ability to work under pressure and handle a high volume of calls.Fluency in Arabic and English is a plus.
