Customer Care Advisor (BPO)

Job Title: Customer Care Advisor

Key Responsibilities

• Handle inbound and outbound customer calls in a professional and timely manner.
• Address customer inquiries related to accounts, transactions, payment plans, and technical concerns.
• Resolve complaints efficiently while ensuring compliance with company policies and service standards.
• Accurately document customer interactions and update CRM systems with relevant information.
• Escalate complex cases to relevant departments when necessary and follow up to ensure resolution.
• Maintain high levels of customer satisfaction and achieve defined KPIs (e.g., call handling time, first call resolution, quality scores).
• Stay updated on products, services, policies, and ongoing promotions.
• Contribute to continuous improvement initiatives by sharing customer feedback and insights.

Qualifications & Requirements

• Bachelor’s degree in Business Administration, Commerce, Communications, or a related field (preferred).
• 0–2 years of experience in customer service, call center, or contact center environments (experience in fintech, banking, or e-commerce is an advantage).
• Excellent verbal communication skills in English and Arabic.
• Strong problem-solving abilities and customer-oriented mindset.
• Ability to handle high call volumes and work under pressure in a fast-paced environment.
• Proficiency in using CRM systems and basic computer applications.
• Flexibility to work rotational shifts, including weekends and public holidays if required.
• Strong interpersonal skills, adaptability, and a positive attitude.