Call Center Agent

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. 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. 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 . 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. Seniority level

Mid-Senior level Employment type

Full-time Job function

Customer Service Industries

Telephone Call Centers

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