Contact Center Agent

About Us:

MBC Group is the largest owner and operator of satellite TV and radio networks, VOD, and digital services, based in Diplomatic Quarter, Riyadh. It broadcasts a portfolio of Arabic and Western entertainment channels as well as managing the Al Arabiya news channel. In addition, MBC Group owns and operates Shahid: the world’s leading Arabic VOD and SVOD streaming platform by MBC GROUP, offering premium content to families, including binge worthy exclusive Shahid Original Series; Shahid Premieres; Arabic movies fresh off the box-office; live TV channels in true HD quality

Responsibilities:

Handle inbound and outbound customer calls professionally and courteously.

Provide accurate information and effective assistance to resolve customer inquiries and issues.

Utilize strong communication skills to ensure a positive customer experience.

Document customer interactions and maintain detailed records in the system.

Collaborate with team members and other departments to address customer needs.

Adhere to established policies and procedures for efficient call handling.

Stay updated on product and service information to effectively assist customers.

Meet performance targets, including call quality and resolution time.

Manage the day-to-day operations of the care center, providing gaming expertise and support to users.

Oversee and moderate Discord channels for various gaming communities.

Combine deep gaming knowledge with community management skills to ensure a positive and engaging experience for care center clients and online #gaming community members.

Requirements:

Proven experience as a Contact Center Agent or in a similar role.

FLUENT English.

Familiarity with call center systems and customer service software.

Ability to multitask and prioritize in a fast-paced environment.

Exceptional interpersonal and communication skills.

Strong problem-solving and decision-making abilities.

Flexibility to work in shifts, including evenings and weekends.

Passion for gaming with an understanding of online gaming communities.

Experience in community management, especially on platforms like Discord, is a plus.

MM