Contact Center Agent

About the role

HALA is seeking a motivated Contact Center Agent to be the first point of contact for SME customers across phone, email, chat and social media. You will deliver accurate information, resolve issues promptly and contribute to a high‑quality customer experience in a fast‑growing fintech environment.

Key responsibilities

• Handle inbound and outbound customer interactions professionally across multiple channels.
• Provide accurate answers, troubleshoot problems and resolve inquiries in a timely manner.
• Document all interactions and transactions in the CRM system with precision.
• Escalate complex cases to supervisors or specialised teams when required.
• Follow company scripts, policies and procedures to ensure consistent service quality.
• Achieve individual and team KPIs such as call handling time, first‑call resolution and customer satisfaction.
• Offer feedback on processes and suggest improvements to enhance efficiency and experience.

Required profile

• High school diploma or bachelor’s degree.
• 6 months to 1 year of experience in a customer‑service or contact‑center setting.
• Fluent verbal and written Arabic and English.
• Ability to stay calm under pressure and work flexible shifts, including evenings, weekends and holidays.

Required skills

• Proficiency with CRM systems.
• Strong command of Microsoft Office applications.
• Experience using ticketing tools.

What we offer

• Inclusive and diverse culture with remote, hybrid or on‑site options.
• Competitive compensation package with potential equity participation.
• Continuous learning through regular training and an annual learning stipend.