About the job
We are seeking a professional, friendly, and detail-oriented Call Center Agent. The ideal candidate will be fluent in Arabic and English, able to handle multiple customer inquiries, provide clear guidance, and ensure customer satisfaction.
Key Responsibilities
Customer Support & Interaction
- Handle inbound calls, emails, and live chat inquiries professionally and promptly.
- Respond to customer questions regarding applications, features, troubleshooting, and usage.
- Provide clear instructions to users with basic level of technical knowledge.
- Escalate issues to technical, sales, or any other related department while ensuring proper follow-up.
- Track and record all customer interactions accurately in CRM or ticketing systems.
- Follow up with customers to confirm issues are fully resolved.
- Assist customers with trial activation, subscription processes, or account management.
- Provide support for marketing campaigns, promotions, and social media leads.
- Answer queries related to billing, payments, and system configurations.
- Educate customers on product updates, new features, and best practices.
Technical Support Assistance
- Perform basic troubleshooting of applications issues.
- Guide customers through applications setup, activation, and configuration steps.
- Document recurring issues and provide feedback to internal teams.
- Assist customers in understanding reports, analytics, or applications outputs.
Quality & Professionalism
- Maintain a professional, patient, and courteous attitude at all times.
- Follow company scripts and standard operating procedures while remaining flexible to address customer needs.
- Ensure high levels of customer satisfaction in all interactions.
- Adapt communication style according to the customer’s level of understanding.
- Manage multiple interactions simultaneously while maintaining quality.
Continuous Learning & Development
- Stay updated on product knowledge, new features, and applications updates.
- Participate in training sessions to improve communication, technical skills, and customer handling.
- Learn to use new applications, tools, or platforms introduced by the company.
- Contribute ideas to improve the customer support process and knowledge base.
Teamwork & Collaboration
- Collaborate with sales, technical, and product teams to resolve customer issues.
- Share insights from customer interactions to help improve product features or user experience.
- Support new team members by sharing knowledge and best practices.
- Maintain clear and effective internal communication with colleagues.
Metrics & Performance Indicators (optional)
- Respond to calls, emails, or chat inquiries within company-set targets.
- Maintain a high Customer Satisfaction Score (CSAT).
- Resolve customer issues efficiently and accurately.
- Maintain proper documentation for all customer interactions.
- Meet daily, weekly, or monthly targets set by the support team.
Requirements
- Fluent in Arabic and English (spoken and written).
- Strong verbal and written communication skills.
- Friendly, patient, and professional attitude.
- Basic computer skills; familiarity with CRM applications, ticketing systems, and Microsoft Office.
- Willingness to learn about applications and customer support processes.
- Ability to work under pressure and handle multiple tasks.
- Problem-solving skills and attention to detail.
Preferred / Nice to Have
- Experience with POS systems, cashier applications, or SaaS applications as a call center role.
- Basic technical troubleshooting skills.
- Familiarity with handling social media inquiries or leads.
- Knowledge of billing, subscription management, or account setups.
