Key Responsibilities:
•Handle high volumes of inbound and outbound calls in a professional manner.
•Respond promptly to customer inquiries via phone, email, or chat.
•Identify customer needs and provide appropriate solutions or alternatives.
•Maintain detailed records of customer interactions, transactions, comments, and complaints.
•Follow communication scripts and standard operating procedures.
•Escalate unresolved issues to the appropriate internal teams or departments.
•Stay updated on company products, services, promotions, and policies.
•Achieve call handling targets, customer satisfaction scores, and other performance KPIs.
•Maintain confidentiality and data protection standards at all times.
Qualifications:
•High school diploma or equivalent; higher education preferred.
•Proven experience in a call center or customer service role is an advantage.
•Excellent verbal and written communication skills.
•Proficient in using call center software, CRM systems, and standard office tools.
•Strong problem-solving skills and attention to detail.
•Ability to multitask, prioritize, and manage time effectively.
•Flexibility to work in shifts, including weekends and holidays, if required.
Key Competencies:
•Customer-focused attitude
•Active listening
•Empathy and patience
•Conflict resolution
•Adaptability
•Teamwork
Work Environment:
•Office-based or remote (depending on the company's structure)
•Fast-paced, high-pressure environment
•Requires prolonged periods of sitting and using a heads
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