Call Center Operator

Job Description

Employment Type: Full-Time

Position Overview

Customer Service & Call Handling

• Answer incoming customer calls professionally and courteously.
• Follow the SOP’s
• Respond to customer inquiries, requests, complaints, and service-related issues.
• Provide accurate information regarding company services, procedures, and
• policies.
• Make outbound calls when required for follow-ups, customer feedback, or
• operational support.
• Maintain a high level of customer satisfaction and professionalism during all
• interactions.

Operations Coordination

• Coordinate with Operators, Authority team, field staff, drivers, supervisors, and
• other departments to resolve customer concerns.
• Escalate urgent incidents and service disruptions to the appropriate teams.
• Monitor and update customer requests until successful resolution.

System & Documentation

• Record customer interactions accurately in the CRM or call center system.
• Maintain complete and accurate records of calls, complaints, and resolutions.
• Prepare reports and summaries as requested by management.
• Follow established call center procedures and service standards.

Quality & Compliance

• Adhere to company policies, confidentiality requirements, and customer service
• guidelines.
• Meet defined performance indicators such as response time, call quality, and
• customer satisfaction targets & other KPI’s.
• Participate in training programs and continuous improvement initiatives.

Education

• Diploma or Bachelor's Degree, Customer Service, Communications, or a related
• field preferred.

Experience

• Minimum 1–2 years of experience in a Call Center, Customer Service, Help Desk,
• Dispatch, or similar role.
• Preferred experience in transportation, taxi, mobility, logistics, or service industries
• is an advantage.

Language Requirements

• Fluent in Arabic (Speaking, Reading & Writing).
• Fluent in English (Speaking, Reading & Writing).
• Ability to communicate professionally with customers from diverse backgrounds.

Technical Skills

• Proficient in Microsoft Office (Word, Excel, Outlook).
• Experience using CRM systems, call center platforms, or customer service
• software.
• Know technical know-how.
• Ability to type and document information accurately and efficiently.
• Prepare KPI reports, must be literate in computer basics

Personal Competencies

• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Customer-oriented mindset with a positive attitude.
• Willingness to work rotational shifts, including weekends, evenings, and night shifts.

Working Conditions

• Location: Jeddah, Saudi Arabia.
• Working Days: 6 days per week.
• Rotational shifts:
• o Morning Shift
• o Evening Shift
• o Night Shift
• Weekly day off as per company schedule.

Preferred Qualifications

• Previous experience in taxi, transportation, mobility, or dispatch operations.
• Familiarity with GPS tracking, dispatch systems, and customer support platforms.
• Knowledge of Saudi Arabia road networks and major locations.

& Benefits

• Competitive salary package.
• Medical Insurance.
• Annual Leave as per Saudi Labor Law.
• Training and career development opportunities.