Job Summary:
A leading company in the sports industry is seeking a Contact Center Agent to deliver high-quality customer interactions through phone and chat. This role focuses on providing exceptional service, supporting internal operations, and ensuring a seamless experience for all inquiries. The ideal candidate will be customer-focused, detail-oriented, and capable of thriving in a fast-paced, shift-based work environment.
Key Responsibilities:
- Handle customer interactions through inbound and outbound channels, ensuring timely and professional communication.
- Log and follow up on all feedback and inquiries accurately using the designated systems.
- Resolve customer concerns with empathy and efficiency, maintaining a high standard of service.
- Execute outbound activities such as surveys and follow-ups according to approved procedures.
- Maintain ownership of each case and ensure complete resolution.
- Collaborate with team members and support pending tasks when needed.
- Ensure adherence to daily schedules, performance metrics, and contact center standards.
- Attend required trainings and team meetings to stay updated on processes and policies.
- Support the team by promoting the company's values and contributing to a positive work environment.
- Keep all work tools secure and in good condition.
- Promote and uphold the company's ethical standards and communication guidelines.
Requirements & Qualifications:
- Bachelor's degree in Business Administration, Communication, or a related field.
- Bilingual in Arabic and English (spoken and written).
- Proficient in Microsoft Office and contact center tools.
Required Skills:
- Strong communication (verbal and written) in Arabic and English
- Excellent customer service and problem-solving abilities
- Active listening, empathy, and patience
- Multitasking and time management in a fast-paced environment
- Flexibility, adaptability, and quick learning
- Team-oriented mindset with a positive, professional attitude
- Ability to stay composed and efficient under pressure
