Contact Center Agent📣 Job Ad

About Webook and the Role

Webook (******** is Saudi Arabia's leading event ticketing and experience booking platform, recognized for its technology, features, agility, and revenue. The platform serves some of the largest mega events in the Kingdom, having surpassed 2 billion in sales. We are seeking a Contact Center Agent to join our team in Riyadh, working full-time.

Role Overview

The Contact Center Agent is responsible for managing inbound and outbound customer interactions, including sales and telemarketing calls. This role involves providing comprehensive support to customers, clients, merchants, and service providers, addressing inquiries, resolving complaints, and enhancing overall satisfaction across all customer service channels.

Core Responsibilities

• Manage inbound and outbound calls for contact center departments, including sales and telemarketing activities.
• Address customer inquiries and resolve complaints across all customer service channels.
• Serve as a primary information source for customers and collect feedback to improve satisfaction.
• Provide support to clients, merchants, and service providers, managing their feedback, leads, inquiries, and complaints.

Operational Duties

• Process inbound calls to provide required customer services.
• Manage booking, rescheduling, and cancellation of experience bookings for customers and service providers.
• Conduct sales of event tickets via inbound and outbound calls and all contact center channels.
• Handle customer interactions across various channels, including WhatsApp, social media direct messages and public posts, email, and live chat.
• Address customer complaints, inquiries, and feedback, ensuring high service standards and enhanced customer satisfaction.
• Escalate complex customer complaints and feedback to relevant departments and ensure follow-up for resolution.
• Perform outbound research, marketing, and sales calls for company projects.
• Support merchants and DMCs by modifying, reviewing, uploading, and removing experiences according to business needs.
• Handle merchant and DMC inquiries, complaints, and feedback through all contact center channels, providing full support.
• Achieve and maintain individual Key Performance Indicators (KPIs).

Qualifications and Experience

• 0-1 years of relevant experience.
• Ability to adhere to company policies, instructions, and maintain a professional image.
• Commitment to working hour schedules, breaks, and timely completion of assigned tasks.

Work Environment

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