Call Center Agent

Join Our Team as a Call Center Agent - Customer Associate!
Our client is now recruiting for a Call Center Agent - Customer Associate for a remote position based in Saudi Arabia. As a vital member of the Customer Experience team, your role will be to provide excellent service for customer queries related to the company's services through the website and live chat.

Key Responsibilities:

• Answer inbound calls, emails, and respond to live chats efficiently.
• Identify customer questions, concerns, and overall needs.
• Provide accurate answers and solutions to customer queries.
• Review customer accounts and transactions while resolving issues and providing detailed explanations of services.
• Strive to meet support metrics while delivering excellent customer service.

Skills and Requirements:

• University graduates.
• Previous customer service experience is a plus.
• Very good communication skills in English; native Arabic speaker highly desirable.
• Fluency in English (B1 profile).
• Ability to use computers and internet applications.
• Great verbal & written communication skills.
• Able to handle customer issues and solve problems quickly.
• Flexibility with rotational working hours/days is required.

Only applicants willing to work morning or evening shifts need apply. We are looking for driven team players who can work under pressure and strive to provide exceptional customer service.

About HALA
HALA is a leading fintech player in the MENAP region that aims to redefine financial services and build the future bank of SMEs. HALA aims at empowering SMEs to start, run, and grow their businesses by providing them with cutting-edge financial and technological tools.

The Job in a Nutshell
The Call Center Quality Specialist is responsible for evaluating and monitoring agent performance, ensuring compliance with quality standards and identifying improvement areas to enhance service delivery.

What You Will Do

• Monitor and review agent calls, chats, and emails to assess quality and adherence to service standards.
• Provide feedback to agents based on quality assessments and identify training needs.
• Collaborate with Team Leaders and Training Supervisors to address gaps and improve performance.
• Develop and maintain quality scoring metrics and documentation.
• Generate reports on quality performance and suggest initiatives for improvement.

What Are We Looking For

• Saudi National
• Bachelor’s degree in Business Administration, or equivalent fields of studies
• 2+ years of experience in a quality assurance role, preferably within a Contact Center.
• Attention to detail and strong analytical skills.
• Familiarity with CRM and Contact Center software and quality monitoring tools.
• Languages: English and Arabic

What We Offer You

• Inclusive and diverse culture that encourages innovation and flexibility in remote, in-office, and hybrid work setups.
• Highly competitive compensation packages, including the potential for shares.
• Regular training and an annual learning stipend.
• Work with a talented team of over 30 nationalities across 7 countries.
• Autonomy, mentoring, and challenging goals.

Join us as we continue to support SMEs in their journey toward success and redefine the banking landscape with integrity and creativity.