(Call Center Agent)📣 Job Ad

About the Role

معهد إثراء المعرفة العالي للتدريب is seeking a Call Center Agent to join its Sales and Customer Service department in Riyadh, Saudi Arabia. This full-time position is designed for individuals with 0-1 years of experience who are committed to delivering excellent customer interactions and contributing to enrollment growth through effective communication.

Role Purpose

The primary purpose of this role is to engage with both current and prospective customers across various communication channels, including phone, WhatsApp, and other digital platforms. The Call Center Agent will be responsible for addressing inquiries, guiding interested individuals through the registration process for courses, and ensuring a professional experience that upholds the quality standards of the Institute's services.

Key Responsibilities

• Professionally respond to all incoming calls.
• Initiate outgoing calls to potential customers.
• Respond to messages received via WhatsApp and social media.
• Provide comprehensive details about courses and diplomas, covering content, duration, pricing, and accreditations.
• Follow up with customers to ensure the successful completion of registration and payment.
• Accurately enter and update customer information within the CRM system.
• Monitor and re-engage with customers who have incomplete registrations.
• Issue registration links, invoices, and provide guidance on available payment methods.
• Achieve established daily and monthly sales targets.
• Escalate complex customer issues or complaints to management when necessary.
• Maintain high service quality standards and ensure prompt response times.

Qualifications and Experience

• A Diploma or Bachelor's degree.
• Previous experience in a call center, sales, or customer service environment is preferred.
• Proficiency in computer usage and Microsoft Office applications.
• Familiarity with CRM systems is an advantage.

Required Skills and Attributes

• Strong communication and persuasion skills.
• Professional demeanor and excellent interpersonal skills.
• Ability to learn quickly.
• Capacity to manage workload effectively under pressure.
• Effective negotiation and sales closing skills.
• Proficient in time management and task organization.
• Fast and accurate typing in Arabic.
• A collaborative and team-oriented approach.

Reporting Structure and Performance

The Call Center Agent will report directly to either the Call Center Supervisor or the Sales Manager. Performance will be evaluated based on key metrics including daily call volume, customer response rates, conversion of leads to opportunities and registered students, payment completion rates, and overall customer satisfaction, ensuring consistent adherence to service quality and follow-up protocols.