Contact Center Agent
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Key skills for this role
About the Role
Furless Permanent is seeking a Call Center Agent to handle customer inquiries, schedule appointments, and provide information about hair electrolysis removal services. Requires 1-2 years of customer service experience and excellent English communication skills.
Key Skills for This Role
Responsibilities
- Respond to incoming customer inquiries via phone, email, or chat with professionalism and empathy
- Provide accurate information about services, pricing, availability, and booking procedures
- Assist clients in scheduling appointments and addressing any questions or concerns
- Record all customer interactions accurately in the call center database
- Communicate effectively with the Call Center Team Leader regarding customer issues, trends, or escalations
- Follow established call center procedures and guidelines
- Address customer complaints promptly and professionally, striving for first contact resolution
- Escalate complex issues to the Call Center Team Leader or appropriate channels
- Participate in training sessions and skill building activities
- Provide feedback and suggestions for process improvements
- Collaborate with fellow agents and other departments to resolve customer issues
Requirements
- High school diploma or equivalent (Bachelor's degree preferred)
- Minimum 1–2 years of experience in customer service, call center, healthcare, medical, wellness, or clinic environment
- Experience handling patient or client inquiries, appointment scheduling, and service coordination is an advantage
- Excellent English communication skills, both verbal and written
- Arabic is a plus
- Strong interpersonal skills and ability to handle customer inquiries with patience, professionalism, and empathy
- Proficiency in using call center software and CRM systems
- Basic computer skills and familiarity with standard office software
Full Job Posting
Purpose of Position
- As a Call Center Agent at Furless Permanent, you will play a vital role in delivering exceptional customer service to our clients seeking hair electrolysis removal services.
- Reporting directly to the Call Center Team Leader, you will handle customer inquiries, provide information, and ensure a seamless experience for our clients.
Key Responsibilities
- Respond to incoming customer inquiries via phone, email, or chat with professionalism and empathy.
- Provide accurate information about our hair electrolysis removal services, pricing, availability, and booking procedures.
- Assist clients in scheduling appointments and addressing any questions or concerns they may have.
- Maintain a thorough understanding of Furless Permanent's services, promotions, and policies.
- Record all customer interactions accurately and comprehensively in the call center database.
- Communicate effectively with the Call Center Team Leader regarding any customer issues, trends, or escalations.
- Follow established call center procedures and guidelines.
- Address customer complaints, concerns, or inquiries promptly and professionally.
- Escalate complex issues to the Call Center Team Leader or appropriate channels.
- Participate in training sessions and skill building activities.
- Provide feedback and suggestions for process improvements.
- Collaborate with fellow Call Center Agents, the Call Center Team Leader, and other departments.
Qualifications
- High school diploma or equivalent (Bachelor's degree preferred).
- Minimum 1–2 years of experience in a customer service, call center, healthcare, medical, wellness, or clinic environment.
- Experience handling patient or client inquiries, appointment scheduling, and service coordination is an advantage.
- Excellent English communication skills, both verbal and written. Arabic is a plus.
- Strong interpersonal skills and the ability to handle customer inquiries with patience, professionalism, and empathy.
- Proficiency in using call center software and Customer Relationship Management (CRM) systems.
- Basic computer skills and familiarity with standard office software.
Additional Information
- This role may require flexible working hours, including evenings and weekends, to accommodate customer demand.
- Furless Permanent is committed to providing equal employment opportunities.
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