Job description

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. 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.

5. 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.

6. 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 & 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.