Contact Center Officer

We are actively looking for a Contact Center Officer to join our CXD team,

Core Responsibilities:

• Handle a high volume of inbound and outbound calls professionally and promptly.
• Respond to customer inquiries related to products, orders, returns, services, and store information.
• Resolve customer complaints with empathy and efficiency, escalating unresolved issues when required.
• Log all customer interactions accurately using CRM systems.
• Provide clear product knowledge and guidance to enhance the customer experience.
• Follow communication scripts, policies, and operational guidelines.
• Coordinate with internal teams (stores, logistics, after-sales, etc.) to ensure customer issues are resolved.
• Meet assigned KPIs including call quality, average handling time, and customer satisfaction.
• Stay updated on promotions, policy changes, and new product offerings.

Essential Qualifications & Skills:

• Strong communication skills in Arabic and English.
• Customer-focused mindset with strong problem-solving abilities.
• Ability to remain calm and professional when handling challenging situations.
• Comfortable using CRM systems and contact center technologies.
• Adaptable, quick to learn new systems and tools.
• Ability to work under pressure and manage high call volumes.
• Strong teamwork and collaboration skills.
• Flexible work 6 days per week, working in shifts.