Contact Center Officer📣 Job Ad

About the Contact Center Officer Role

eXtra (United Electronics Co.) is seeking a Contact Center Officer to join their CXD team. This full-time position is based in Al Khobar, Eastern Region, and is suitable for individuals with 0-1 years of experience. The role involves managing customer interactions and ensuring a high standard of service delivery.

Core Responsibilities

• Handle a high volume of inbound and outbound calls professionally and promptly.
• Respond to customer inquiries regarding products, orders, returns, services, and store information.
• Resolve customer complaints with empathy and efficiency, escalating unresolved issues as needed.
• Accurately log all customer interactions using CRM systems.
• Provide clear product knowledge and guidance to enhance the customer experience.
• Adhere to communication scripts, policies, and operational guidelines.
• Coordinate with internal teams, including stores, logistics, and after-sales departments, to ensure customer issues are resolved.
• Meet assigned Key Performance Indicators (KPIs) such as call quality, average handling time, and customer satisfaction.
• Stay informed about current promotions, policy changes, and new product offerings.

Essential Qualifications

• Strong communication skills in both Arabic and English.
• A customer-focused mindset with robust problem-solving abilities.
• The ability to remain calm and professional when handling challenging situations.
• Comfort and proficiency in using CRM systems and contact center technologies.
• Adaptability and a quick learning aptitude for new systems and tools.
• Capacity to work under pressure and manage high call volumes effectively.
• Strong teamwork and collaboration skills.

Work Schedule and Flexibility

This is a full-time position requiring flexibility in working hours. The role operates on a 6-day work week, with shifts assigned as needed to cover operational requirements.