The role of Customer Service Representative is to manage customer interactions via the voice channel. As the first point of contact, the candidate will play a key role in resolving customer inquiries, providing accurate information, and delivering a professional and personalized phone support experience. This role requires excellent communication skills, patience, and a customer-first attitude.
Accountability & Responsibilities of Role:
- Handle inbound and/or outbound calls to assist customers with inquiries, issues, and service requests.
- Provide accurate, clear, and concise information regarding products, services, policies, or procedures.
- Troubleshoot and resolve customer issues efficiently while maintaining a positive tone and demeanor.
- Escalate complex or unresolved cases to the appropriate teams or supervisors when needed.
- Document all customer interactions accurately in the CRM or ticketing system.
- Follow defined scripts, guidelines, and compliance procedures where applicable.
- Meet or exceed individual performance targets such as Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).
Position Requirements:
Education Background:
- High School Certificate or Diploma.
- Additional training or certification in Customer Service, Communication, or Call Center Operations is a plus.
Work Experience:
- 1–3 years of experience in a voice-based customer support or call center role.
- Experience with call center platforms (e.g., Avaya, Genesys, NICE inContact) preferred.
- Familiarity with CRM systems and ticketing tools.
- Exposure to industry-specific practices (e.g., telecom, retail, banking) is an advantage.
- Proven ability to handle high call volumes with professionalism and empathy.
- Strong problem-solving skills and ability to remain calm under pressure.
- Experience in multi-channel support (e.g., chat, email) is a plus.
- Bilingual proficiency in Arabic and English is required.
- Immediate availability and willingness to transfer sponsorship are essential.
Work Environment & Schedule:
- Hybrid/Remote options available based on location.
- Rotational shifts including weekends or holidays, as needed.
Key Competencies:
- Networking & Influencing Collaboratively: Developing rapport with a diverse range of people. Building and leveraging networks horizontally and vertically. Proactively influencing and persuading others to gain support for initiatives. Maintaining collaborative stakeholder relationships.
- Delivering Results & Fostering Ownership: Drive for improving business results and attaining higher levels of performance.
- Building Customer Value: Gaining insights into internal and/or external customers experience. Anticipating their needs and demonstrating concern for satisfying them. Building productive customer relationships. Ensuring clear communication to customers on expectations and beyond.
