Contact Center Officer

We are actively looking for a Contact Center Officer to join our CXD team, Core Responsibilities: • Handle a high volume of inbound and outbound calls professionally and promptly. • Respond to customer inquiries related to products, orders, returns, services, and store information. • Resolve customer complaints with empathy and efficiency, escalating unresolved issues when required. • Log all customer interactions accurately using CRM systems. • Provide clear product knowledge and guidance to enhance the customer experience. • Follow communication scripts, policies, and operational guidelines. • Coordinate with internal teams (stores, logistics, after-sales, etc.) to ensure customer issues are resolved. • Meet assigned KPIs including call quality, average handling time, and customer satisfaction. • Stay updated on promotions, policy changes, and new product offerings. Essential Qualifications & Skills: • Strong communication skills in Arabic and English. • Customer-focused mindset with strong problem-solving abilities. • Ability to remain calm and professional when handling challenging situations. • Comfortable using CRM systems and contact center technologies. • Adaptable, quick to learn new systems and tools. • Ability to work under pressure and manage high call volumes. • Strong teamwork and collaboration skills. • Flexible work 6 days per week, working in shifts.