Call Center Agent

Role Overview

The Call Center Agent provides frontline customer support, ensuring inquiries are handled efficiently, issues are resolved promptly, and overall service quality and customer satisfaction are maintained.

Key Responsibilities

• Handle inbound and outbound calls professionally and efficiently.
• Respond to customer inquiries regarding the company products, services, warranties, and support.
• Register service requests, complaints, and follow up with relevant departments to ensure timely resolution.
• Provide accurate product and service information to customers.
• Maintain detailed and accurate records of customer interactions in the system (CRM).
• Escalate unresolved issues to VOC, supervisors or technical support teams when necessary.
• Ensure a high level of customer satisfaction through excellent communication and problem solving skills.
• Follow call center processes, scripts, and standards to maintain consistent service quality.
• Meet daily, weekly, and monthly performance targets (NPS, FCR, CSAT, etc.).
• Participate in training sessions to stay updated on new products, services, and procedures.

Requirements

• High school or higher degree.
• Excellent verbal and written communication skills in English.
• Previous experience in a call center or customer service role is an advantage.
• Strong listening, problem solving, and interpersonal skills.
• Ability to work under pressure and handle challenging customer situations.
• Basic computer skills and proficiency in CRM systems.

Seniority Level

Entry level

Employment Type

Full time

Job Function

Customer Service

Location: Riyadh, Saudi Arabia