Contact Center Agent

About the role

We are looking for a motivated Contact Center Agent to handle inbound and outbound customer interactions across multiple channels. You will follow established scripts and SOPs to deliver accurate, consistent service while aiming for first‑contact resolution.

Key responsibilities

• Manage inbound and outbound inquiries professionally, adhering to scripts, SOPs, and workflow guidelines.
• Ensure first‑contact resolution whenever possible to improve customer experience.
• Follow COPC‑aligned processes, accuracy checks, and compliance requirements.
• Report process gaps, system issues, and customer pain points to supervisors.
• Participate in QA evaluations, apply feedback, and meet quality benchmarks.
• Achieve daily/weekly KPIs such as AHT, FCR, quality score, schedule adherence, and productivity targets.
• Log all interactions accurately in CRM and ticketing systems, maintaining data privacy.
• Collaborate with Team Lead, QA, and Training officers; attend briefings and huddles.

Required profile

• Bachelor’s degree.
• Previous experience in customer service or a contact‑center environment.
• Strong communication skills in Arabic and English.
• Ability to thrive in a fast‑paced, KPI‑driven setting.
• Problem‑solving mindset and customer‑first attitude.

Required skills

• CRM systems
• ACD tools