Call Center Agent📣 Job Ad

About the Role:
We are seeking a Call Center Officer to join our customer service team. The ideal candidate will be responsible for handling inbound and outbound calls, addressing customer inquiries, and ensuring a high standard of service delivery. This role plays a key part in enhancing customer experience and supporting daily operations within the call center.

Responsibilities:

• Handle incoming and outgoing calls professionally and efficiently.
• Respond to customer inquiries, resolve issues, and provide accurate information about products or services.
• Maintain a positive and helpful attitude in every interaction.
• Record details of customer interactions, transactions, comments, and complaints.
• Escalate complex issues to the appropriate department when needed.
• Follow up with customers to ensure issues are resolved to their satisfaction.
• Adhere to call center scripts, policies, and procedures.
• Achieve individual performance targets such as call handling time, quality, and customer satisfaction.
• Work collaboratively with team members to meet overall call center goals.
• Stay up to date with product knowledge and service updates.

Qualifications:

• Diploma or Bachelor’s degree in Business, Communications, or a related field.
• 13 years of experience in a call center or customer service role.
• Proficient in English (verbal and written).
• Strong communication and problem-solving skills.
• Ability to handle pressure and multitask in a fast-paced environment.
• Customer-focused with a positive and professional demeanor.

About the Role
As a Call Center Agent at Saudi Ceramics Company, you will play a crucial role in providing excellent customer service to ensure customer satisfaction and maintain our company's positive reputation.

Job Responsibilities

• Answer customer calls and address their queries and concerns accurately and satisfactorily.
• Guide customers through troubleshooting processes, navigating the company website, or utilizing products and services.
• Review and provide updates on customer or client accounts regarding billing, shipping, warranties, and other account matters.
• Collaborate with colleagues to enhance customer service and overall customer experience.
• Assist in training new team members on the company's customer management policies.
• De-escalate issues with dissatisfied customers by offering patient support and assistance.
• Perform additional tasks as requested by management.

Education and Experience Requirements

• High School diploma or equivalent.
• Strong active listening skills and an empathetic demeanor.
• Able to thrive in fast-paced work environments.
• Proficient phone skills, particularly with multi-line phone systems.
• Excellent written and verbal communication skills in both Arabic and English.
• Comprehensive knowledge of the company’s products and services.

Key Competencies

• Adaptability and Dependability
• Attendance and Punctuality
• Effective Communication
• Conduct and Ethics
• Team Collaboration
• Ability to work under pressure