Call Center Agent

We are seeking a professional, friendly, and detail-oriented Call Center Agent
. The ideal candidate will be fluent in Arabic and English
, able to handle multiple customer inquiries, provide clear guidance, and ensure customer satisfaction.

Key Responsibilities

Customer Support & Interaction

• Handle inbound calls, emails, and live chat inquiries professionally and promptly.
• Respond to customer questions regarding applications, features, troubleshooting, and usage.
• Provide clear instructions to users with basic level of technical knowledge.
• Escalate issues to technical, sales, or any other related department while ensuring proper follow-up.
• Track and record all customer interactions accurately in CRM or ticketing systems
  .
• Follow up with customers to confirm issues are fully resolved.
• Assist customers with trial activation, subscription processes, or account management.
• Provide support for marketing campaigns, promotions, and social media leads
  .
• Answer queries related to billing, payments, and system configurations.
• Educate customers on product updates, new features, and best practices.

Technical Support Assistance

• Perform basic troubleshooting of applications issues.
• Guide customers through applications setup, activation, and configuration steps.
• Document recurring issues and provide feedback to internal teams.
• Assist customers in understanding reports, analytics, or applications outputs.

Quality & Professionalism

• Maintain a professional, patient, and courteous attitude at all times.
• Follow company scripts and standard operating procedures while remaining flexible to address customer needs.
• Ensure high levels of customer satisfaction in all interactions.
• Adapt communication style according to the customer’s level of understanding.
• Manage multiple interactions simultaneously while maintaining quality.
• Stay updated on product knowledge, new features, and applications updates.
• Participate in training sessions to improve communication, technical skills, and customer handling.
• Learn to use new applications, tools, or platforms introduced by the company.
• Contribute ideas to improve the customer support process and knowledge base
  .
• Collaborate with sales, technical, and product teams to resolve customer issues.
• Share insights from customer interactions to help improve product features or user experience.
• Support new team members by sharing knowledge and best practices.
• Maintain clear and effective internal communication with colleagues.

Metrics & Performance Indicators (optional)

• Respond to calls, emails, or chat inquiries within company-set targets.
• Maintain a high Customer Satisfaction Score (CSAT).
• Resolve customer issues efficiently and accurately.
• Maintain proper documentation for all customer interactions.
• Meet daily, weekly, or monthly targets set by the support team.

Requirements

• Fluent in Arabic and English (spoken and written).
• Strong verbal and written communication skills.
• Friendly, patient, and professional attitude.
• Basic computer skills; familiarity with CRM applications, ticketing systems, and Microsoft Office
  .
• Willingness to learn about applications and customer support processes.
• Ability to work under pressure and handle multiple tasks.
• Problem-solving skills and attention to detail.

Preferred / Nice to Have

• Experience with POS systems, cashier applications, or SaaS applications as a call center role
  .
• Basic technical troubleshooting skills.
• Familiarity with handling social media inquiries or leads
  .
• Knowledge of billing, subscription management, or account setups.