Contact Center Agent

About the role

We are looking for a motivated Contact Center Agent to join our customer service team. You will handle inbound and outbound interactions across multiple channels, ensuring a high level of service quality and first‑contact resolution.

Key responsibilities

• Manage inbound and outbound customer inquiries professionally, following scripts, SOPs, and workflows.
• Adhere to COPC‑aligned processes, including key customer‑related processes, accuracy checks, and compliance requirements.
• Participate in quality monitoring, apply feedback, and meet accuracy and communication benchmarks.
• Collaborate with team leads, QA, and training officers, attending briefings, huddles, and performance reviews.
• Escalate unresolved or high‑impact cases according to the defined escalation process.

Required profile

• Previous experience in customer service or a contact‑center environment.
• Strong communication skills in both Arabic and English.
• Ability to thrive in a fast‑paced, KPI‑driven setting, including weekend or late‑shift work.
• Problem‑solving mindset with a customer‑first attitude.

Required skills

• Familiarity with CRM systems.
• Experience using ACD (Automatic Call Distribution) platforms.