Call Centre Agent (Arabic and English Speakers)

Job Purpose:

Provide excellent customer service and support through phone calls, emails, and chat. They handle inquiries, resolve issues, and ensure customer satisfaction. Their main goal is to assist customers professionally, maintain accurate records, and improve overall customer experience and loyalty.

Scope of Work:

• Coordinate with volunteers, participants, and stakeholders.
• Support projects and ensure smooth communication with internal teams.
• Handle customer inquiries, document interactions, and generate reports.
• Collaborate with team members to resolve issues efficiently.

Qualifications & Skills:

• High school diploma or equivalent (Diploma preferred)
• Previous customer service/call center experience is a plus
• Good communication skills in English and Arabic
• Basic computer skills (MS Office, IT literacy)
• Teamwork and professional customer handling

Key Accountabilities:

Policies, Systems, Processes & Procedures:

Follow program administration and department policies, processes, and instructions for consistent work.

Maintain confidentiality of customer information and handle sensitive data appropriately.

Adapt to changing customer needs, processes, and systems in a fast-paced call center environment.

Handle multiple tasks simultaneously and remain calm under pressure.

Call Centre Support:

Coordinate with volunteers, program participants, and stakeholders for successful regional support activities.

Communicate with Projects and Operations departments for smooth project coordination.

Support project activities and adhere to set parameters (scope, cost, time, and quality).

Provide professional support in Call Centre communications to internal and external stakeholders. Prepare and generate status reports for effective project management.

Problem Solving:

Identify and troubleshoot volunteers, program participants, and stakeholders problems or concerns, finding appropriate solutions and escalating issues when necessary.

Follow through on volunteers, program participants, and stakeholders issues and ensure timely resolution.

Documentation and Data Entry:

Accurately document customer interactions, inquiries, and resolutions in the system.

Perform data entry tasks to update customer information and maintain accurate records.

Team Collaboration:

Collaborate with team members and other departments to resolve customer issues and improve overall customer experience.

Share knowledge and best practices with colleagues to enhance team performance.

MIS and Reports:

Assist in the preparation of timely and accurate project status reports of EF to meet company and department requirements, policies and standards