Call Center Operator
Job Summary:
The Call Center Operator serves as the first voice of the company, handling incoming calls from clients, tenants, and vendors. This role is critical in receiving service requests, providing general information, and ensuring calls are routed accurately and professionally to achieve high levels of customer satisfaction.
Key Responsibilities:
- Answer incoming calls promptly and professionally, following standard scripts and procedures.
- Accurately log all client inquiries, complaints, and service requests into the designated ticketing or CMMS system.
- Provide basic information regarding services, operating hours, and standard procedures.
- Transfer calls to appropriate departments or individuals when necessary.
- Follow up on open tickets as directed to ensure client queries are being addressed.
- Maintain a positive, empathetic, and professional attitude towards customers at all times.
- Meet personal/team qualitative and quantitative targets (e.g., call handling time, resolution rate).
- Escalate urgent or major incidents to the supervisor immediately.
- Keep records of all conversations in the call center database in a comprehensible way.
Qualifications & Skills:
- High school diploma is required; further education or certification in customer service is a plus.
- Proven experience as a call center agent or similar customer support role.
- Excellent phone etiquette and verbal communication skills in both English and Arabic (fluency is mandatory).
- Active listening skills and customer-oriented approach.
- Ability to handle stressful situations and difficult callers with patience and tact.
- Basic computer skills and familiarity with CRM or ticketing systems.
- Strong typing skills and attention to detail.
