Call Center Agent

Join Al Ghurair Group as a Call Center Agent, where you play a vital role in enhancing our customer experience through effective communication and problem resolution. This position requires handling both inbound and outbound calls, providing timely and accurate information, and resolving customer inquiries with professionalism and patience. You will operate in a dynamic, fast-paced environment that requires excellent spoken and written English skills, along with the ability to meet key performance targets such as call quality, average call handling time, and customer satisfaction. As a Call Center Agent, you will not be managing a team but are expected to work collaboratively within the call center environment and maintain high levels of composure when dealing with challenging or upset customers. This role demands strong active listening skills, effective use of CRM software for data entry, and the ability to adapt to shift schedules including nights and weekends. Your clear speaking voice, attention to detail, and problem-solving abilities will contribute significantly to optimizing service delivery and supporting the companys commitment to customer satisfaction.
Responsibilities

Handle inbound and outbound customer calls professionally, ensuring positive communication and effective problem resolution.
Use CRM software to accurately log customer interactions, update records, and manage follow-up actions.
Demonstrate active listening to understand customer needs and provide appropriate solutions or escalate issues when necessary.
Maintain composure and patience with upset or difficult customers to ensure a positive caller experience.
Meet or exceed performance targets including call quality, average handling time, and customer satisfaction scores.
Follow company policies and procedures while adhering to quality standards and compliance requirements.
Process customer requests, complaints, and inquiries efficiently to achieve timely and accurate resolution.
Work flexible shifts including nights, weekends, and holidays to support business needs.
Communicate clearly and professionally both verbally and in writing to provide accurate information.
Participate in training and development programs to improve skills, product knowledge, and service delivery.
Collaborate with team members and supervisors to share information and contribute to team goals.
Manage multiple tasks effectively in a fast-paced environment while maintaining attention to detail.