Call Centre Agent - Night Shift

The Call Centre Agent is responsible for handling incoming and outgoing customer calls during the night shift, providing timely assistance, addressing customer inquiries, resolving complaints, and ensuring smooth communication between customers and the company. Responsibilities • Handle incoming and outgoing customer calls professionally and efficiently. • Respond to customer inquiries and provide accurate information about company services. • Record customer complaints, requests, and feedback in the designated system. • Coordinate with relevant departments and on-duty personnel to address and resolve customer concerns. • Monitor and follow up on pending customer requests to ensure timely resolution. • Handle emergency calls and promptly escalate urgent matters to the concerned supervisor or management. • Maintain accurate records of calls, customer interactions, and incidents during the shift. • Ensure proper handover of pending cases, unresolved issues, and important updates to the incoming shift team. • Maintain strict confidentiality of customer information and company records. • Demonstrate professional telephone etiquette and maintain high standards of customer service. • Perform other related duties as assigned by the supervisor or management. Qualifications • High school diploma or equivalent; additional qualifications in customer service or a related field are an advantage. • Previous experience in a call center, customer service, or similar role is preferred. • Strong verbal communication and interpersonal skills, with a customer-focused approach. • Good command of English, both spoken and written. Arabic language proficiency is an added advantage. • Basic computer literacy, including familiarity with Microsoft Office applications. • Ability to handle customer inquiries, complaints, and challenging situations calmly and professionally. • Strong problem-solving, organizational, and multitasking skills. • Ability to work independently, remain attentive, and manage responsibilities effectively during night shifts. • Flexibility to work night shifts, weekends, and public holidays based on operational requirements. • Ability to work collaboratively with colleagues and coordinate effectively with different departments.