Customer Care Officer – Call Center

About the role

The Customer Care Officer will join SIMAH’s call centre team to provide accurate information on credit reports, handle disputes, and support customers through phone and other communication channels.

Key responsibilities

• Follow all departmental policies, processes and standard operating procedures.
• Coordinate day‑to‑day call‑centre operations to ensure continuity of service.
• Respond to inbound inquiries about SIMAH products and services, explaining credit‑report components.
• Provide first‑level technical support and open tickets in the customer‑service system.
• Manage dispute‑related queries and escalate unresolved cases to the Disputes Resolution Officer.
• Collect and analyse customer feedback to identify trends and propose improvements.
• Promote consumer products during inbound and outbound calls to support sales targets.
• Prepare timely and accurate reports in line with company standards.
• Comply with safety, quality and environmental management policies.

Required profile

• Bachelor’s degree or diploma in a related field.
• 0–1 years of experience in a call‑centre or customer‑service environment.
• Advanced proficiency in English and Arabic.
• Good knowledge of SIMAH’s products and services.

Required skills

• Call centre management.
• Ticketing system operation.