Contact Center Officer

Overview

Responsibilities

• Handle customer inquiries, requests, feedback, and all case types professionally across all contact channels (calls, emails, chat, webforms, WhatsApp, etc.).
• Manage and resolve upset, challenging, or escalated customer situations with empathy and professionalism, in line with service recovery guidelines.
• Identify customer needs, clarify information, research issues, and provide accurate solutions or alternatives following approved procedures and scripts.
• Log, track, update, and close cases accurately in the CRM system and related databases within agreed SLAs.
• Manage large volumes of inbound and outbound interactions efficiently across omni‑channel platforms.
• Utilize AI-enabled tools and automation features (such as chatbots, knowledge base recommendations, sentiment analysis, and case categorization) to support efficient handling of customer interactions across all channels.
• Perform outbound calls, follow‑ups, call‑backs, surveys, or campaigns as assigned by the line manager.
• Maintain up‑to‑date knowledge of company services, policies, procedures, systems, and fleet information.
• Ensure confidentiality and compliance with data privacy, information security, and quality standards at all times.
• Liaise with internal focal points, departments, and management to ensure timely resolution of customer cases.
• Provide accurate information and updates to customers regarding the status of their inquiries or cases.
• Demonstrate flexibility to work day, night, weekend, and public holiday shifts as part of a 24/7 shift‑based operation.
• Support assigned tasks, projects, initiatives, or improvement activities related to customer service and customer experience.
• Comply with quality metrics, performance targets, and customer satisfaction objectives.
• Qualifications: Educational and Technical Qualifications:
• Excellent written and spoken skills in English & Arabic.
• Demonstrated ability to be adaptable and flexible with the capacity to accept change.
• Demonstrated problem-solving skills and willingness to participate in process improvement projects.
• Basic understanding of AI-enabled customer service tools (e.g., chatbots, virtual assistants, smart routing, auto-suggestions, and knowledge management systems).
• Attentive, diplomatic and team player.
• Previous experience in customer support or contact center role.
• Strong phone and verbal communication skills along with active listening.
• Familiarity with CRM systems and practices.
• Customer focus and adaptability to different personality types.
• Ability to multi-task, set priorities and manage time effectively.
• Diploma or bachelor’s degree.

Language Skills