Call center agent

Role Purpose

The Call Center Agent is the first point of contact and a key brand representative. This role is responsible for delivering a premium, empathetic, and solution-oriented customer experience across all communication channels.

The agent ensures that every customer interaction reflects the brand’s quality, care, and commitment—especially when engaging with parents and caregivers.

Key Responsibilities

Customer Support & Communication

• Handle inbound and outbound calls, chats, and messages in a professional, calm, and premium manner
• Provide accurate information related to orders, deliveries, products, subscriptions, and replacements
• Resolve customer concerns efficiently while maintaining empathy and emotional intelligence
• Follow approved scripts, SOPs, escalation paths, and tone-of-voice guidelines

Customer Experience Excellence

• Represent the brand’s values and premium positioning at all times
• De-escalate complaints with confidence, care, and reassurance
• Proactively guide customers on product usage, fit, and care when required
• Ensure customers feel heard, supported, and valued after every interaction

Operational Accuracy

• Accurately document all interactions in the CRM / ticketing system
• Adhere to SLAs, response time targets, and quality benchmarks
• Escalate complex or sensitive cases clearly and with full context
• Coordinate with internal teams (logistics, operations) when needed

Quality & Continuous Improvement

• Meet individual performance KPIs (CSAT, quality score, response time)
• Participate in training sessions, QA reviews, and coaching programs
• Apply feedback consistently to improve service quality

Required Skills & Competencies

• Excellent verbal and written communication skills in Arabic & English
• High emotional intelligence and strong listening skills
• Ability to remain calm and professional under pressure
• Strong problem-solving and decision-making abilities
• Attention to detail and process discipline
• Comfortable using CRM and omnichannel customer support tools

Experience & Qualifications

• 1–3 years of experience in a customer service or call center role
• Experience in e-commerce, retail, or subscription-based businesses is an advantage
• High school diploma required; Bachelor’s degree is a plus

Key Behavioral Traits

• Customer-first mindset
• Patient, composed, and empathetic
• Accountable and detail-oriented
• Team-focused and quality-driven
• Strong sense of ownership and responsibility

Job Type: Full-time