Contact Center Officer

About the role

We are seeking a proactive Contact Center Officer to join our CXD team. You will be the first point of contact for customers, handling a high volume of inbound and outbound calls while delivering exceptional service.

Key responsibilities

• Answer and place inbound/outbound calls promptly and professionally.
• Address customer inquiries about products, orders, returns, services, and store information.
• Resolve complaints with empathy, escalating when necessary.
• Accurately log all interactions in the CRM system.
• Provide clear product guidance and stay updated on promotions and policy changes.
• Follow communication scripts, policies, and operational guidelines.
• Coordinate with internal teams such as stores, logistics, and after‑sales to resolve issues.
• Meet KPIs including call quality, average handling time, and customer satisfaction.

Required profile

• Strong communication skills in Arabic and English.
• Customer‑focused mindset with solid problem‑solving abilities.
• Calm and professional demeanor in challenging situations.
• Ability to work under pressure and manage high call volumes.
• Team player with good collaboration skills.
• Willingness to work six days a week in rotating shifts.

Required skills

• Proficiency with CRM systems.
• Familiarity with contact‑center technologies.