About this role
Key Responsibilities:
1. Customer Interaction & Service Excellence:
· Handle inbound and outbound customer inquiries professionally and efficiently across all channels.
· Follow established scripts, SOPs, and workflows to ensure accurate and consistent service delivery.
· Ensure first-contact resolution (FCR) wherever possible to enhance customer experience.
· Demonstrate empathy, clarity, and ownership in every interaction.
2. COPC-Aligned Process Adherence:
· Adhere to all Key Customer-Related Processes (KCRPs) defined by the organization.
· Follow process controls, accuracy checks, and compliance requirements to reduce errors and recontacts.
· Ensure each handled transaction meets COPC service, quality, and compliance standards.
· Report process gaps, system issues, and customer pain points to supervisors for improvement.
3. Quality & Continuous Improvement:
· Participate in Transaction Monitoring (QA evaluations) and apply feedback received from QA and Team Leads.
· Achieve required quality benchmarks such as accuracy, critical error avoidance, and communication standards.
· Attend required training, calibrations, refresher sessions, and coaching sessions.
· Contribute to process improvement by sharing recurring customer issues and suggestions.
4. Collaboration & Communication:
· Work closely with the Team Lead and QA & Training Officer to support coaching and development initiatives.
· Attend briefings, team huddles, and performance review sessions.
· Escalate unresolved or high-impact cases following the escalation process.
Requirements & Qualifications:
· Previous customer service or contact center experience.
· Strong communication skills in Arabic & English.
· Ability to work in a fast-paced, KPI-driven environment.
· Familiarity with CRM/ACD systems.
· Strong problem-solving skills, positive attitude, and customer-first mindset.
. Working on weekends or late shifts. Weekends can be shifted.