Contact Center Agent

Job Purpose:

The Contact Center Agent is responsible for providing exceptional customer service by handling inbound and outbound communications (calls, WA, emails) efficiently and professionally. This role involves addressing customer inquiries, resolving issues, and offering solutions in alignment with company policies and procedures. The Contact Center Agent plays a crucial role in enhancing customer satisfaction and loyalty through effective problem-solving, accurate information delivery, and maintaining a high standard of service.

Responsibilities:

Lead Management & Sales Support

• Qualify leads & schedule appointments for sales/leasing reps. or site visits (if/when requested).
• Log all interactions, information, customer details & requirement in the system (Inbound, Outbound, Emails, Online forms).
• Ensure timely follow-ups and lead nurturing to drive conversions.
• Assist in converting inquiries into walk-ins or virtual appointments.
  
  

Documentation & Reporting

• Log customer interactions and transactions, including inquiries, complaints, and comments.
• Keep records and constant update on requests status.
• Prepare daily, weekly, and monthly reports on calls made, inquiries handled, and conversions.
• Gather customer feedback and share insights with management.
  
  

Knowledge & Enhancements

• Engage in training and development opportunities to enhance skills and knowledge
• Maintain up-to-date knowledge of current and upcoming projects, service, processes & policies
  
  

Performance Metrics

• Achieve and exceed performance communicated targets
• Adhere to call scripts and guidelines while maintaining flexibility to address unique customer needs.
• Follow company policies, process, and regulatory requirements to ensure compliance.
  
  

Team Collaboration

• Work collaboratively with other team members & departments to resolve customer issues and improve service delivery.
• Support campaign outreach (SMS, emails, cold calls, etc.) during launches or special offers.
  
  

Qualification and Experience:

Bachelor’s degree in business, marketing, or real estate focus is a plus

1 year experience in a contact center, customer service, data entry in real estate or hospitality

• Call center experience is a must
• Real estate experience is a must
• Bilingual, Arabic and English is a must
• Maintenance call center experience is preferred
• DLP Command center experience is preferred
• Familiarity with CRM systems is a plus
• Age to be 29 and below is preferred.