Call Center Agent

About Jeeny

Jeeny is a mobile application focused on simplifying daily commuting and transportation. The company aims to make mobility accessible, affordable, and flexible for all users by connecting them with their preferred modes of transportation.

About the Role

Jeeny is seeking a professional and customer-focused Call Center Agent to join its team in Riyadh, Saudi Arabia. This full-time role involves handling customer inquiries, requests, and complaints through both inbound and outbound calls, as well as managing help center tickets via designated channels. The agent will be responsible for providing accurate and timely support, ensuring high customer satisfaction, and meeting established service and performance standards.

Key Responsibilities

• Handle inbound and outbound customer calls in a professional and courteous manner.
• Manage and resolve help center tickets through designated channels, ensuring timely and accurate responses.
• Respond to customer inquiries and provide accurate information regarding products, services, and processes.
• Identify customer needs and resolve issues efficiently, escalating them when necessary.
• Accurately record customer interactions, requests, and resolutions in the CRM or ticketing system.
• Adhere to company policies, procedures, and customer service standards.
• Meet assigned Key Performance Indicators (KPIs), including Service Level Agreement (SLA), call handling time, productivity, quality, and customer satisfaction.
• Handle customer complaints professionally and work towards effective resolutions.
• Coordinate with other departments when customer issues require further investigation or action.
• Contribute to team goals and support a positive customer experience.

Qualifications and Requirements

• High School Diploma or equivalent is required.
• A Bachelor's degree is strongly preferred.
• Strong verbal and written communication skills are essential.

Work Type and Location

This is a full-time position based in Riyadh, Riyadh, Saudi Arabia.