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.