Customer Service | Call Center Agent

About the Role

We are seeking an experienced Call Center Agent to join our fantastic dynamic team! The ideal candidate should have a minimum of two years of experience in a call center environment. This position offers flexibility in working shift schedules to accommodate your preference - either day or night shifts. As a Call Center Agent, you will be responsible for providing excellent customer service, handling inquiries, resolving issues, and ensuring customer satisfaction.

Experience Level: At least 2 years in a similar role
Work Schedule: Work Shifts - Evenings and Weekends / Varied Hours

Key Responsibilities

• Customer Service: Provide exceptional customer service by answering incoming calls, addressing customer inquiries, and resolving issues promptly and professionally.
• Inbound and Outbound Calls: Handle both inbound and outbound calls to assist customers, answer questions, and provide necessary information.
• Product Knowledge: Maintain a thorough understanding of the company's products, services, and procedures to assist customers effectively.
• Problem Resolution: Identify and address customer concerns, complaints, and issues, ensuring swift resolution and customer satisfaction.
• Documentation: Accurately record and document all customer interactions and information in the CRM system.
• Quality Assurance: Adhere to established call center procedures and quality standards to maintain a high level of service.
• Flexibility: Be open to working scheduled shift  hours to accommodate the needs of the business and ensure excellent customer service at all times.
• Team Collaboration: Collaborate with team members, supervisors, and other departments to resolve customer issues and share best practices.
• Adherence to Scripts and Guidelines: Follow call center scripts, procedures, and guidelines while maintaining a courteous and professional demeanor.

Requirements

• At least two years of experience in a call center agent role.
• Excellent communication skills.
• Candidates must be multilingual - English, Arabic, French, and/or other languages.
• Excellent problem-solving and interpersonal skills.
• Strong customer service orientation and problem-solving skills.
• Ability to adapt to a flexible work schedule, including evenings and weekends.
• Proficiency in using call center software and CRM systems.
• High school diploma or equivalent; additional education or certifications in customer service or a related field is a plus.
• Patience, empathy, and a customer-centric approach to service.
• Strong attention to detail and accuracy in documenting client interactions.
• Ability to work in a fast-paced environment and handle high call, chat, WhatsApp, and email volumes.

Benefits

• Competitive salary.
• Health insurance.
• Ongoing training and professional development opportunities.
• Collaborative and inclusive work environment.
• Flexible work hours to accommodate your schedule.