Contact Center Officer

About the Role

eXtra (United Electronics Co.) is seeking a Contact Center Officer to join its CXD team in Al Khobar, Eastern Region. This is a full-time position designed for individuals with 0-1 years of experience who are looking to contribute to customer experience and support operations.

Role Overview

The Contact Center Officer is responsible for managing customer interactions through various channels, ensuring professional and efficient service delivery. This role involves addressing inquiries, resolving complaints, and maintaining accurate records of all customer communications to enhance overall customer satisfaction.

Key Responsibilities

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

Qualifications and Experience

• 0-1 years of relevant experience.
• Ability to manage high call volumes.
• Proficiency in using CRM systems for logging interactions.

Skills and Attributes

• Strong communication and interpersonal skills.
• Customer-focused approach with problem-solving abilities.
• Ability to work effectively within a team and coordinate with various departments.
• Attention to detail for accurate record-keeping.

Work Environment

This full-time position is based in Al Khobar, Eastern Region, and involves working as part of the CXD team to support customer service operations.