Call Center Specialist

Company Description

Brooklyn Business School, representing the Brooklyn Institute in the U.S. for the Middle East and Africa, delivers specialized professional programs in Business Administration. Since 2009, the institution has provided flexible, practical education tailored to current market needs and individual ambitions. With a network of over 20,000 graduates, Brooklyn Business School has helped many secure positions in leading global companies. Our programs are designed and delivered by seasoned professionals with academic and practical expertise, offering students the choice between remote learning and on-campus classes in Cairo to suit their schedules and goals.

Role Description

The Call Center Agent is responsible for handling inbound and/or outbound calls, providing accurate information, resolving customer inquiries, and ensuring a high level of customer satisfaction while meeting company performance standards (Femals only ).

• Handle incoming and outgoing customer calls professionally
• Respond to customer inquiries and complaints in a timely manner
• Provide accurate information about products and services
• Document all customer interactions in the system
• Follow company policies, procedures, and scripts
• Achieve daily and monthly KPIs (call quality, resolution time, customer satisfaction)
• Escalate complex issues to the appropriate department when needed
• Maintain a positive and professional attitude at all times

Qualifications

• High school diploma or equivalent (Bachelor's degree is a plus)
• Previous call center or customer service experience is preferred
• Strong communication skills (verbal and listening)
• Good command of English (additional languages are an advantage)
• Ability to handle pressure and work in a fast-paced environment
• Basic computer skills and familiarity with CRM systems
• Problem-solving and customer-focused mindset
• Ability to work in shifts if required