Coordinator - Call Centre

• Answer calls politely and respond to emails

• Provide information about the company’s products or services and create interest in the offer

• Identify customer inquiries, complaints, concerns, and overall needs

• Research required information using available resources

• Route calls to appropriate departments

• Follow up with the customer whenever necessary

• Identify and escalate priority issues

• Document all call logs information for future reference

• Send daily / weekly reports to the Line Manager

• Report any customer feedbacks

• Answer calls politely and respond to emails

• Provide information about the company’s products or services and create interest in the offer

• Identify customer inquiries, complaints, concerns, and overall needs

• Research required information using available resources

• Route calls to appropriate departments

• Follow up with the customer whenever necessary

• Identify and escalate priority issues

• Document all call logs information for future reference

• Send daily / weekly reports to the Line Manager

• Report any customer feedbacks

8. QUALIFICATIONS, EDUCATION AND EXPERIENCE

ESSENTIAL

PREFERRED

Education

• Bachelor’s degree or Diploma in Business Administration, Management, Communications, or a related field

• Bachelor’s degree in Business Management, Operations Management, or Healthcare Administration

Experience

• Minimum 2–3 years’ experience in a call center or customer service environment

• At least 1 year in a coordination, senior agent, or supervisory support role

• Experience in a healthcare, hospitality, or service-driven call center environment

• Exposure to workforce management or quality assurance functions

Certification and Licensure

• None

• Call Center Management Certification (e.g., COPC, ICMI)

• • Customer Service or Quality Assurance certification

Job Specific Knowledge and Skills

• Strong knowledge of call center operations and workflows

• Proficiency in call center systems (CRM, call routing, reporting tools)

• Good command of written and spoken English

• Strong organizational, coordination, and time-management skills

• Ability to handle pressure and manage multiple priorities

• Knowledge of KPI tracking, SLA management, and basic workforce planning.

• Experience with call quality monitoring and coaching

• Bilingual skills (Arabic an advantage)

• Advanced Excel or reporting skills