Contact Center Officer

About the role

The Contact Center Officer delivers high‑quality, consistent support to customers across all interaction channels in a 24/7 shift‑based environment. Using digital and AI‑enabled tools, the officer handles inquiries, resolves issues, and ensures a positive customer experience while adhering to service quality and data privacy standards.

Key responsibilities

• Handle customer inquiries, requests, feedback, and complaints via calls, emails, chat, webforms, WhatsApp and other channels.
• Manage and resolve challenging or escalated situations with empathy, following service recovery guidelines.
• Log, track, update and close cases in the CRM system within agreed SLAs.
• Utilise AI tools such as chatbots, knowledge‑base recommendations, sentiment analysis and automated case categorisation to improve efficiency.
• Perform outbound calls, follow‑ups, surveys or campaign activities as assigned.
• Maintain up‑to‑date knowledge of company services, policies, procedures and fleet information.
• Ensure confidentiality and compliance with data‑privacy and information‑security standards.
• Collaborate with internal departments to achieve timely case resolution.
• Work flexible day, night, weekend and public‑holiday shifts as part of a 24/7 operation.

Required profile

• Excellent written and spoken English and Arabic.
• Adaptable, flexible and open to change.
• Strong problem‑solving abilities and willingness to contribute to process‑improvement projects.

Required skills

• Proficiency with CRM systems.
• Experience using AI‑enabled customer‑service tools (e.g., chatbots, knowledge‑base, sentiment analysis).