Call Center & Customer Service Agent

Role Overview

We are seeking a professional, customer-focused, and proactive Call Center & Customer Service Agent to join our Consumer Team. The successful candidate will serve as the first point of contact for customers, handling inbound and outbound calls, responding to inquiries, resolving complaints, processing service requests, and providing timely updates on order status and delivery tracking.

The ideal candidate should possess excellent communication skills, a positive attitude, strong problem-solving abilities, and a passion for delivering an outstanding customer experience.

Key Responsibilities

• Handle inbound and outbound customer calls in a professional and courteous manner.
• Respond promptly to customer inquiries via phone, email, WhatsApp, live chat, and social media.
• Resolve customer complaints efficiently while maintaining high levels of customer satisfaction.
• Provide accurate information regarding products, pricing, promotions, warranties, and company policies.
• Assist customers with placing orders, order amendments, cancellations, returns, and exchanges.
• Track customer orders and provide timely updates on delivery status and shipment progress.
• Coordinate with the warehouse, logistics, sales, and other internal teams to ensure customer requests are resolved promptly.
• Escalate complex issues to the relevant department and follow up until resolution.
• Maintain accurate records of customer interactions using the CRM system.
• Follow up with customers to ensure successful resolution of inquiries and complaints.
• Meet departmental KPIs related to service quality, response time, and customer satisfaction.
• Support the Consumer Team with administrative and operational tasks as required.

Qualifications

• Diploma or Bachelor's degree in Business Administration, Customer Service, Marketing, or a related field.2–4 years of experience in a call center or customer service role.
• Experience in retail, consumer products, e-commerce, FMCG, or a similar industry is preferred.
• Proficiency in Microsoft Office and CRM/customer service software.
• Skills &

Competencies

Excellent verbal and written communication skills in English (Arabic is an advantage).

Strong telephone etiquette and active listening skills.

Outstanding customer service and relationship management abilities.

Excellent problem-solving and conflict-resolution skills.

Ability to remain calm and professional under pressure.

Strong multitasking and organizational skills.

High attention to detail and accuracy.

Positive, proactive, and customer-centric attitude.

Ability to work in a fast-paced environment while meeting service level agreements (SLAs).

Strong teamwork and collaboration skills.