وصف الوظيفة
Role Overview
Contact Center Agent at webook.com, Saudi Arabia's #1 event ticketing and experience booking platform by technology, features, agility, and revenue, serving some of the largest mega events in the Kingdom with over 2 billion in sales.
Role Purpose
Handle inbound and outbound customer communications across all channels, process booking transactions, sell event tickets, manage customer and merchant inquiries and complaints, and maintain key performance indicators to deliver exceptional customer satisfaction.
Key Responsibilities
Customer Service & Support
- Provide customers with services they are looking for through all customer service channels.
- Handle customer complaints and inquiries across contact center departments.
- Act as a source of information for customers.
- Collect customer feedback and enhance customer satisfaction.
- Handle customer incoming and outgoing transactions through WhatsApp, social media direct messages and public posts or comments, email, live chat, and any other customer service channels.
- Provide customers with mastery shopping services and enhance customer satisfaction.
Sales & Ticketing
- Handle inbound and outbound calls including sales and telemarketing calls.
- Sell event tickets through inbound and outbound calls and all contact center department channels.
- Make outbound research marketing and sales calls for company projects.
Booking Management
- Book, reschedule, and cancel experience bookings on behalf of customers and service providers.
Merchant & Provider Support
- Support clients, merchants, and service providers by collecting their feedback, leads, and handling their inquiries and complaints.
- Handle merchants and DMCs inquiries, complaints, and feedback through all contact center channels.
- Provide merchants and DMCs with full support.
- Modify, review, upload, and remove merchants and DMCs experiences according to business needs.
Compliance & Performance
- Follow company policies and instructions.
- Maintain the company's equipment and prestigious image.
- Adhere to working hours schedules, breaks, and tasks assigned.
- Deliver assigned tasks before the deadline.
- Escalate customer complaints and feedback to the concerned department and follow up to obtain a solid solution.
- Maintain individual Key Performance Indicators (KPIs).
Qualifications & Experience
- Diploma degree or bachelor's degree.
- Fresh graduate or 1–2 years of experience.
Skills & Competencies
- Excellent communication skills.
- Good customer service skills.
- Good command of English and Arabic languages.
- Good computer skills.
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