Contact Center Agent

About the Contact Center Agent Role

Orbit Communications Company is seeking a dedicated and professional Contact Center Agent to join its full-time team in Riyadh, Saudi Arabia. This role is central to providing high-quality customer service and support across various communication channels, ensuring efficient resolution of customer inquiries and concerns.

Core Responsibilities

• Professionally handle both inbound and outbound customer interactions.
• Accurately create and route customer requests and complaints to the appropriate departments.
• Apply First Contact Resolution (FCR) principles during interactions across voice, email, Livechat, and social media platforms.
• Deliver quality customer service by directly addressing customer questions, feedback, inquiries, and complaints via IVR and digital platforms.
• Escalate critical customer cases promptly when necessary.
• Conduct Customer Satisfaction Index (CSI) surveys on a daily basis, as required.

Customer Issue Management and Service Improvement

• Perform basic analysis and investigation of customer concerns upon request.
• Assist customers professionally and guide them through validating their experience, particularly in cases of complex or frustrating complaints.
• Collaborate with Operations Departments to identify recurring issues, contributing to a higher level of customer service.
• Participate in sales surveying or marketing campaigns related to company products and services, as requested.

Required Skills and Knowledge

• Strong understanding of COPC standards, Contact Center KPIs, and performance metrics including SLA, FCR, AHT, CSAT, Quality, and Productivity.
• Excellent written and verbal communication skills to articulate information and business rules clearly.
• Proficiency in utilizing writing skills for effective engagement with customers through digital platforms.
• Ability to provide accurate information regarding products and services.

Experience and Qualifications

• 2+ years of relevant experience in a contact center or customer service environment.

Company Overview

Orbit Communications Company is committed to delivering exceptional service to its customers. This full-time position in Riyadh, Saudi Arabia, offers an opportunity to contribute to a dynamic customer-focused environment.