English Call Center Agent

We are looking for a Customer Service Representative (English Speaker) to join our team. The ideal candidate will be responsible for delivering excellent customer support through multiple communication channels while ensuring a positive customer experience.

Key Responsibilities:

• Handle customer interactions via chat, inbound video calls, emails, and outbound calls.

• Understand and address customer inquiries, complaints, and concerns effectively.

• Demonstrate empathy and professionalism while assisting customers.

• Provide timely and accurate resolutions to customer issues.

• Communicate clearly and confidently in English.

• Handle challenging situations and escalated customer complaints professionally.

• Utilize CRM and support systems to analyze customer cases and provide appropriate solutions.

• Achieve individual performance and upselling targets.

• Maintain high levels of accuracy and attention to detail.

• Adhere to company policies, quality standards, and compliance requirements.

• Contribute ideas for process improvements and enhanced customer experience.

• Ensure punctuality and adherence to assigned work schedules.

Requirements

Language

English B1 or B2 Level and Arabic

• 1+ year of experience in Customer Service, Call Center, or Contact Center environments.

• Excellent verbal and written English communication skills.

• Strong customer service and customer handling skills.

• Ability to manage customer inquiries through chat, email, video calls, and voice support.

• Excellent problem-solving and complaint-resolution abilities.

• Strong interpersonal and communication skills with a customer-focused mindset.

• Ability to handle challenging situations and irate customers professionally.

• Good computer skills and proficiency in using CRM systems and customer support tools.

• Ability to multitask and work in a fast-paced environment.

• Strong attention to detail and accuracy.

• Ability to achieve KPIs, productivity, quality, and upselling targets.

• Flexible to work rotational shifts and rotational days off.

• Team player with a positive attitude and willingness to learn.

• Commitment to following company policies, quality standards, QMS, and ISMS requirements.

• Bachelor's degree is preferred.

• Internal and external certification requirements must be successfully completed.