Contact Center Agent

About the Role

Orbit Communications Company is seeking a Contact Center Agent to join their team in Riyadh. This full-time position is ideal for individuals with 0-1 years of experience who are dedicated to delivering high-quality customer service across various communication channels.

Key Responsibilities

• Handle inbound and outbound customer interactions professionally.
• Create requests and complaints accurately, ensuring proper routing to the assigned departments.
• Apply First Contact Resolution (FCR) principles when managing inbound interactions via voice, emails, live chat, and social media.
• Deliver quality customer service by directly responding to customer questions, feedback, inquiries, and complaints across all touchpoints, including IVR and digital platforms.
• Engage with customers effectively through digital platforms using strong writing skills.
• Escalate critical cases as necessary.
• Conduct CSI surveys daily, if required.
• Perform basic analysis and investigation related to customer concerns upon request.
• Articulate information and business rules clearly with excellent written and verbal communication skills.
• Provide truthful interactions to questions regarding products and services.
• Professionally assist and influence customers to validate their experience in cases of abnormal complaints that may lead to frustration.
• Collaborate with Operations Departments to identify viral issues and enhance customer service levels.
• Perform sales surveying or marketing campaigns related to company products and services only, upon request.

Required Skills and Understanding

• Good understanding of COPC standards.
• Familiarity with Contact Center KPIs and performance metrics, including SLA, FCR, AHT, CSAT, Quality, and Productivity.
• Strong written and verbal communication skills.
• Ability to handle customer interactions professionally and empathetically.

Experience and Work Type

This role requires 0-1 years of relevant experience in a contact center environment. It is a full-time position based in Riyadh, Saudi Arabia.