Call Centre Agent - Night Shift

About the role

The Call Centre Agent handles incoming and outgoing customer calls during the night shift, giving timely assistance, answering inquiries, resolving complaints and keeping communication between customers and the company smooth.

Key responsibilities

• Handle incoming and outgoing calls professionally and efficiently, and respond to inquiries with accurate information about company services.
• Record complaints, requests and feedback in the designated system, and monitor and follow up on pending requests.
• Coordinate with relevant departments and on-duty staff to resolve customer concerns, and escalate urgent matters to the supervisor or management.
• Maintain accurate records of calls, interactions and incidents, and hand over pending cases and updates to the incoming shift.
• Protect customer information and company records, and uphold professional telephone etiquette.
• Perform other related duties as assigned by the supervisor or management.

Required profile

• High school diploma or equivalent; customer service or a related qualification is an advantage.
• Previous call centre or customer service experience preferred.
• Good command of spoken and written English; Arabic is an added advantage.
• Ability to work night shifts, weekends and public holidays as required.

Required skills

• Strong verbal communication and interpersonal skills, with a customer-focused approach.
• Basic computer literacy, including Microsoft Office.
• Problem-solving, organisational and multitasking skills, and ability to stay attentive during night shifts.