Call Center Agent - English & Arabic Speaker (225-707)

As a Call Center Agent proficient in both English and Arabic, you will be the first point of contact for our customers, providing them with exemplary service and support. Your role will involve handling inbound and outbound calls, addressing customer inquiries, resolving issues, and ensuring customer satisfaction. In this position, effective communication skills in both languages are critical as you will be required to interact with a diverse clientele. You will be joining a dynamic team committed to achieving targets and maintaining high standards of quality. Your ability to multitask, stay organized, and remain calm under pressure will ensure your success in this fast-paced environment. If you are motivated by helping others and enjoy working in a collaborative environment, this position offers the opportunity to make a significant impact on customer experiences.

Responsibilities

• Manage incoming calls and customer service inquiries efficiently and professionally.
• Identify and assess customers’ needs to achieve satisfaction and loyalty.
• Build sustainable relationships through open and interactive communication.
• Provide accurate, valid, and complete information by using the right tools.
• Handle customer complaints, provide appropriate solutions, and follow-up in a timely manner.
• Meet personal and team qualitative and quantitative targets on a regular basis.
• Keep records of customer interactions, process accounts, and file documents.
• Follow communication procedures, guidelines, and policies set by the organization.
• Engage customers actively to promote services and products when required.
• Assist with the onboarding process for new customers, ensuring clear information.
• Participate in training and development programs to enhance customer service skills.
• Collaborate with team members to improve overall customer experience and satisfaction.

Requirements

• Fluency in both English and Arabic, with excellent verbal and written skills.
• Proven customer support experience or experience as a client service representative.
• Strong phone contact handling skills and active listening abilities.
• Familiarity with CRM systems and practices for efficient service handling.
• Customer orientation and ability to adapt/respond to different personalities.
• Exceptional communication and presentation skills in both languages.
• Ability to multitask, prioritize, and manage time effectively in high-pressure situations.