Contact Center Officer

About the role

We are seeking a motivated Contact Center Officer to join our CXD team. In this position you will handle a high volume of inbound and outbound calls, providing professional and timely assistance to our customers.

Key responsibilities

• Answer and place inbound and outbound calls while adhering to scripts and policies.
• Respond to customer inquiries about products, orders, returns, services, and store information.
• Resolve complaints with empathy, escalating unresolved issues when necessary.
• Log all interactions accurately in the CRM system.
• Provide clear product knowledge and guidance to improve the customer experience.
• Coordinate with internal teams such as stores, logistics, and after‑sales to ensure issue resolution.
• Meet KPIs including call quality, average handling time, and customer satisfaction.
• Stay updated on promotions, policy changes, and new product offerings.

Required profile

• Strong communication skills in Arabic and English.
• Customer‑focused mindset with solid problem‑solving abilities.
• Ability to remain calm and professional in challenging situations.
• Comfortable working under pressure and managing high call volumes.
• Flexible to work six days per week in rotating shifts.

Required skills

• Proficiency with CRM systems and contact‑center technologies.
• Adaptability to learn new tools quickly.