Contact Center Agent

Your tasks

1. Customer interaction & service excellence:

• Handle inbound and outbound customer inquiries professionally and efficiently across all channels.
• Follow established scripts, SOPs, and workflows to ensure accurate and consistent service delivery.
• Ensure first-contact resolution (FCR) wherever possible to enhance customer experience.
• Demonstrate empathy, clarity, and ownership in every interaction.

2. COPC-aligned process adherence:

• Adhere to all key customer-related processes (KCRPs) defined by the organization.
• Follow process controls, accuracy checks, and compliance requirements to reduce errors and recontacts.
• Ensure each handled transaction meets COPC service, quality, and compliance standards.
• Report process gaps, system issues, and customer pain points to supervisors for improvement.

3. Quality & continuous improvement:

• Participate in transaction monitoring (QA evaluations) and apply feedback received from QA and team leads.
• Achieve required quality benchmarks such as accuracy, critical error avoidance, and communication standards.
• Attend required training, calibrations, refresher sessions, and coaching sessions.
• Contribute to process improvement by sharing recurring customer issues and suggestions.

4. Collaboration & communication:

• Work closely with the team lead and QA & training officer to support coaching and development initiatives.
• Attend briefings, team huddles, and performance review sessions.
• Escalate unresolved or high-impact cases following the escalation process.

Requirements

• Previous customer service or contact center experience.
• Strong communication skills in Arabic and English.
• Ability to work in a fast-paced, KPI-driven environment.
• Familiarity with CRM/ACD systems.
• Strong problem-solving skills, positive attitude, and customer-first mindset.
• Willingness to work on weekends or late shifts. Weekends can be shifted.