Contact Center Agent

Overview

We are seeking a courteous and professional Contact Center Agent to join our team at ABYAT in Dammam, Saudi Arabia. This role involves closely collaborating with fellow team members to deliver exceptional customer service by addressing inquiries, managing complaints, and resolving issues related to our products and services. The agent will manage high volumes of incoming and outgoing calls, aiming to create positive caller experiences through attentive listening, accurate responses, and problem resolution.

Responsibilities

• Respond to inbound and make outbound calls to customers, understanding their needs and addressing complaints effectively.
• Deliver clear and precise information to customers, ensuring they feel supported and valued throughout each interaction.
• Practice active listening by confirming or clarifying customer details and skillfully de-escalating dissatisfied clients when necessary.
• Develop and maintain trustworthy and reliable relationships with customers and team members.
• Use relevant software, databases, scripts, and communication tools appropriately to provide consistent service.
• Strive to meet or surpass established call center performance metrics while maintaining excellent customer service quality.
• Promote and recommend products or services that align with customer needs to drive sales.
• Participate in ongoing training sessions to enhance knowledge of the company and role expectations.
• Comply fully with company policies and procedures.
• Conduct telemarketing activities including market research, follow-up communications, and telesales calls.

Requirements

• This role complies with relevant local hiring policies and Saudization guidelines.
• A minimum of a high school diploma or an equivalent qualification; additional education or experience is advantageous.
• Excellent customer service aptitude combined with strong active listening, verbal, and written communication capabilities, including a professional telephone voice.
• Proficient computer skills with an emphasis on CRM software use and fast typing abilities.
• Effective time management and decision-making skills.
• Adaptable, responsible, and accountable work ethic.
• Multilingual proficiency, especially fluency in Arabic and English, is preferred.