Call Center Agent - Native Arabic Speaker

Primary Objective/Purpose of Role

Responsible for handling the inbound and outbound calls to and from customers, listening to customer's needs or issues and providing helpful solutions to their problems.

Roles & Responsibility

• Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Call clients and customers to inform them about the company's new products and services.
• Guide callers through troubleshooting, navigating the company site or using the products or services.
• Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items.
• Collaborate with other call center professionals to improve customer service.
• Identifying customers needs, clarify information, research every issue and providing solutions.
• Ensure all cases are raised in the CRM for proper follow up and data recording.
• Monitor case resolution process and ensure that is case is closed within the set KPI time.
• Ensure that all social media complaints are handled timely.
• Work closely with the home delivery team and ensure that customers are contacted if delay is expected in scheduled delivery.
• Keep records of all conversations in our call center database in a comprehensible way.
• Perform special assignments as given by the Head of the Department.

Knowledge, Skill & Competencies required

• Bachelor degree or diploma.
• Proven work experience in customer service.
• Strong phone and verbal communication skills along with active listening.
• Familiarity with CRM systems and practices.
• Customer focus and adaptability to different personality types.
• Ability to multi-task, set priorities and manage time effectively.
• Proficiency in Microsoft Office Suite.
• Professional attitude and appearance.