Contact Center Agent

Job summary

The Contact Center Agent is responsible to receive incoming calls, respond to all customer inquiries and requests, and ensures that customer satisfaction is achieved at the end of every call.

Duties & Responsibilities

• Receive all incoming calls through CISCO and quickly respond to them.
• Deal well with the caller (insured member) in line with the nature of the inquiry and in a manner benefiting the status of the company and trying to satisfy them permanently.
• Register all inquiries received in the CISCO system.
• Implement the customer service procedures and instructions approved by the Contact Center Manager.
• Commit with the instructions of the Quality Unit to ensure work progress in accordance with the procedures and instructions approved by the Contact Center Manager.
• Commit with the instructions of the internal regulations for Contact Center employees approved by the Contact Center Manager.
• Execute all customer requests received and serve them by providing correct information after verifying the systems in place.
• Record all complaints and incidents received at the Contact Center and ensure that they are entered correctly on the CRM according to the department concerned with resolving the complaint.
• Take any other additional requests given by the direct supervisor.

Skills & Qualifications

• University degree is preferable.
• Fluent in Arabic and English.
• Punctuality and discipline in attendance.
• Excellent interpersonal and communication skills, including remarkable questioning and listening skills and the ability to communicate with the wide range of people, including clients.
• Business applications: Microsoft office (Microsoft Word, Microsoft Excel, Microsoft Power Point).
• Problem analysis and solving.
• Ability to multi-task and tolerate stress.
• Active learning: Understanding the implications of new information for both current and future problem solving and decision making.
• Ability to work under pressure.