Call Center Agent

Role Overview

Call Center Agent at Alghanim Industries. The position is responsible for responding to customer calls and providing a positive, efficient customer experience while ensuring high customer satisfaction.

Role Purpose

Deliver excellent customer service by handling inbound calls, resolving customer inquiries accurately and promptly, maintaining detailed records, and escalating complex issues appropriately to ensure customer satisfaction and operational efficiency.

Key Responsibilities

Customer Service Delivery

• Address customers in a friendly tone and provide them with the best experience possible.
• Minimize customer wait and hold time.
• Provide customers with accurate information at all times.
• Handle stressed, angry, and confused customers in the most positive way possible.

Operations & Compliance

• Comply with staffing schedules and break allowances.
• Update the database with the most recent customer information.
• Create complaint tickets correctly, in adherence with policies and procedures.

Escalation & Support

• Escalate cases that require intervention by Shift in Charge or Call Centre Manager.

Qualifications & Experience

• Bachelor's Degree.
• Prior experience in a customer service role.

Skills & Competencies

• Good communication skills.
• Able to communicate in Arabic and English.
• Good computer skills.