Contact Center Agent (Bilingual Arabic/English)

About the role

The Contact Center Agent serves as the first point of contact between the company and its customers, handling inbound and outbound interactions across phone, email, and online channels. The role requires a professional, solution‑oriented approach to deliver a consistent customer experience.

Key responsibilities

• Answer and place customer calls following approved scripts and communication guidelines.
• Respond to email enquiries within 24 hours and manage online channel interactions according to response standards.
• Provide accurate information on projects, products, payment plans, and services.
• Aim for first‑call resolution to minimize callbacks.
• Handle complaints calmly, offering appropriate solutions within authorized limits.
• Escalate complex or unresolved issues to the Contact Center Supervisor with a full case summary.
• Log all interactions, transaction details, and customer feedback in the CRM system.
• Maintain up‑to‑date customer records and adhere to service level, quality, and KPI targets.

Required profile

• Bachelor’s degree in Business Administration, Communications, or a related field.
• 2–4 years of experience in a customer service or contact‑center environment.
• Fluent in Arabic and English, both written and verbal.
• Strong verbal communication and active listening abilities.
• Ability to multitask, prioritize, and manage time in a fast‑paced setting.

Required skills

• Proficiency with Microsoft Office Suite.
• Experience using CRM systems.