Contact Center Agent
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Key skills for this role
About the Role
Hala is seeking a Contact Center Agent to handle inbound and outbound customer interactions in Riyadh. The role requires strong communication skills in Arabic and English, and experience in a customer service or contact center environment.
Key Skills for This Role
Responsibilities
- Handle inbound and outbound customer interactions promptly and professionally
- Respond to customer inquiries, provide accurate information, and resolve issues in a timely manner
- Log all customer interactions and transactions in the system, ensuring data accuracy
- Escalate complex issues to supervisors or specialized teams when necessary
- Follow company policies, procedures, and scripts to ensure consistent service quality
- Meet or exceed individual and team KPIs (e.g., call handling time, first call resolution, customer satisfaction)
- Provide feedback and suggestions to improve processes, customer experience, and efficiency
- Maintain confidentiality of customer information and company data
Requirements
- High school diploma or bachelor's degree
- Proven experience in a customer service or contact center environment (6 months to 1 year)
- Strong verbal and written communication skills in Arabic and English
- Proficiency in basic computer applications (CRM systems, MS Office, ticketing tools)
- Flexibility to work shifts, weekends, and holidays
Full Job Posting
Key Responsibilities
- Handle inbound and outbound customer interactions promptly and professionally.
- Respond to customer inquiries, provide accurate information, and resolve issues in a timely manner.
- Log all customer interactions and transactions in the system, ensuring data accuracy.
- Escalate complex issues to supervisors or specialized teams when necessary.
- Follow company policies, procedures, and scripts to ensure consistent service quality.
- Meet or exceed individual and team KPIs (e.g., call handling time, first call resolution, customer satisfaction).
- Provide feedback and suggestions to improve processes, customer experience, and efficiency.
- Maintain confidentiality of customer information and company data.
Qualifications & Skills
- High school diploma or bachelor's degree.
- Proven experience in a customer service or contact center environment (6 months to 1 year).
- Strong verbal and written communication skills (Arabic & English).
- Ability to remain calm and professional under pressure.
- Proficiency in basic computer applications (CRM systems, MS Office, ticketing tools).
- Multitasking, time management, and organizational skills.
- Flexibility to work shifts, weekends, and holidays as needed.
- Bilingual skills (Arabic/English or other languages).
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