Contact Center Agent "Saudi National"

Riyadh, Riyadh Province, Saudi Arabia Supertech-Call Center

About the job Contact Center Agent "Saudi National"

Do you want to love what you do at work? Do you want to make a difference, an impact, transform people's lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?

If yes, then this is the job you're looking for. webook.com is Saudi's #1 private event ticketing and experience booking platform in terms of technology, features, agility, and revenue, serving some of the largest mega events in the Kingdom, surpassing half a billion in sales. webook.com is part of the Supertech Group, which also consists of UXBERT Labs, one of the best digital and user experience design agencies in the GCC, along with Kafu Games, the largest esports tournament platform in MENA.

We're looking for a Contact Center Agent.

Key Responsibilities:

1. Handle contact center departments' inbound and outbound calls, including sales and telemarketing calls.
2. Provide contact center departments' customers with the services they are looking for, handle customers' complaints, and inquiries through all customer service channels.
3. Act as a source of information for customers, collect customers' feedback, and enhance customer satisfaction.
4. Support clients, merchants, and service providers by collecting their feedback, leads, and handling their inquiries and complaints.

Key Requirements:

1. Follow company policies and instructions, and maintain the company's equipment and prestigious image.
2. Adhere to working hours schedules, breaks, and tasks assigned, and deliver them before the deadline.
3. Answer contact center departments' inbound calls and serve the customer with the required services.
4. Book, reschedule, and cancel experience bookings on behalf of customers and service providers.
5. Sell event tickets through inbound, outbound calls, and all contact center departments' channels.
6. Handle customers' incoming and outgoing transactions through WhatsApp, social media direct messages and public posts or comments, email, live chat, and any other customer service channels.
7. Handle customer complaints, inquiries, and feedback through all customer service channels, and ensure to provide our customers with mastery shopping services, enhancing customer satisfaction.
8. Escalate customer complaints and feedback to the concerned department and follow up to get a solid solution for it.
9. Conduct outbound research marketing and sales calls for our projects.
10. Modify, review, upload, and remove merchants and DMCs experiences according to the business needs.
11. Handle merchants and DMCs inquiries, complaints, and feedback through all contact center channels, and provide them with full support.
12. Maintain individual Key Performance Indicators (KPIs).

Key Qualifications:

1. Diploma degree or bachelor's degree.
2. Fresh graduates or 1-2 years of experience.
3. Good command of English and Arabic languages.