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Call Center Agent

Call Center Agent

CODE LTDRiyadh, Riyadh Region, Saudi Arabia
25 منذ أيام
الوصف الوظيفي

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

    • #J-18808-Ljbffr

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