Contact Center Agent

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.

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.

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.

Performance & productivity

Meet or exceed daily/weekly KPIs including:

• CSAT
• AHT (Average Handle Time)
• FCR
• Quality score
• Schedule adherence
• Productivity targets

Use systems (CRM, ACD tools) efficiently with minimal errors.
Manage time effectively to handle workload within SLAs.

Documentation & accuracy

Log all interactions accurately and completely in the CRM and ticketing systems.
Ensure proper tagging, categorization, and follow-up actions.
Maintain data privacy and confidentiality according to company and regulatory standards.

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.

Qualifications & requirements

• Bachelor’s degree.
• Previous customer service or contact center experience.
• Strong communication skills in Arabic and English.
• Ability to work in a fast-paced, KPI-driven environment.
• Familiarity with CRM and ACD systems.
• Strong problem-solving skills, positive attitude, and customer-first mindset.