Call Center & Customer Service Agent

About the role

We are looking for a professional, customer‑focused Call Center & Customer Service Agent to join our Consumer Team. The role serves as the first point of contact for customers, handling inbound and outbound calls, responding to inquiries across multiple channels, and ensuring timely updates on orders and deliveries.

Key responsibilities

• Handle inbound and outbound customer calls courteously.
• Respond to inquiries via phone, email, WhatsApp, live chat, and social media.
• Resolve complaints efficiently while maintaining high satisfaction.
• Provide accurate information on products, pricing, promotions, warranties, and policies.
• Assist with order placement, amendments, cancellations, returns, and exchanges.
• Track orders and give timely delivery status updates.
• Coordinate with warehouse, logistics, sales and other internal teams.
• Escalate complex issues and follow up until resolution.
• Maintain accurate interaction records in the CRM system.
• Meet departmental KPIs for service quality, response time, and satisfaction.
• Support the Consumer Team with administrative and operational tasks.

Required profile

• Diploma or Bachelor’s degree in Business Administration, Customer Service, Marketing or related field.
• 2–4 years of experience in a call centre or customer service role.
• Experience in retail, consumer products, e‑commerce or FMCG is preferred.
• Excellent verbal and written communication in English; Arabic is a plus.
• Strong problem‑solving, multitasking and attention‑to‑detail abilities.

Required skills

• Proficiency with Microsoft Office.
• Experience using CRM or customer‑service software.