Call Center Operator

Job Description

Job Description ?Call Center Operator (Bilingual Arabic & English)Position Title: Call Center OperatorLocation: JeddahDepartment: Customer Service / Call Center OperationsEmployment Type: Full-TimeWorking Schedule: 6 Days per Week (Flexible Rotational Shifts ? Morning, Evening & Night)Position OverviewWe are seeking a professional and customer-focused Call Center Operator who is fluent in both Arabic and English to join our team in Jeddah. The successful candidate will be responsible for handling inbound and outbound calls, assisting customers with inquiries and complaints, coordinating with operational teams & Operator teams, and ensuring excellent customer service standards are maintained at all times.Roles & ResponsibilitiesCustomer Service & Call Handling? Answer incoming customer calls professionally and courteously. ? Follow the SOP?s? Respond to customer inquiries, requests, complaints, and service-related issues. ? Provide accurate information regarding company services, procedures, and policies. ? Make outbound calls when required for follow-ups, customer feedback, or operational support. ? Maintain a high level of customer satisfaction and professionalism during all interactions. Operations Coordination? Coordinate with Operators, Authority team, field staff, drivers, supervisors, and other departments to resolve customer concerns. ? Escalate urgent incidents and service disruptions to the appropriate teams. ? Monitor and update customer requests until successful resolution. System & Documentation? Record customer interactions accurately in the CRM or call center system. ? Maintain complete and accurate records of calls, complaints, and resolutions. ? Prepare reports and summaries as requested by management. ? Follow established call center procedures and service standards. Quality & Compliance? Adhere to company policies, confidentiality requirements, and customer service guidelines. ? Meet defined performance indicators such as response time, call quality, and customer satisfaction targets & other KPI?s. ? Participate in training programs and continuous improvement initiatives. Qualifications & RequirementsEducation? Diploma or Bachelor's Degree, Customer Service, Communications, or a related field preferred. Experience? Minimum 1?2 years of experience in a Call Center, Customer Service, Help Desk, Dispatch, or similar role. ? Preferred experience in transportation, taxi, mobility, logistics, or service industries is an advantage. Language Requirements? Fluent in Arabic (Speaking, Reading & Writing). ? Fluent in English (Speaking, Reading & Writing). ? Ability to communicate professionally with customers from diverse backgrounds. Technical Skills? Proficient in Microsoft Office (Word, Excel, Outlook). ? Experience using CRM systems, call center platforms, or customer service software. ? Know technical know-how. ? Ability to type and document information accurately and efficiently. ? Prepare KPI reports, must be literate in computer basicsPersonal Competencies? Excellent communication and interpersonal skills. ? Strong problem-solving and conflict-resolution abilities. ? Ability to work under pressure and handle multiple tasks simultaneously. ? Customer-oriented mindset with a positive attitude. ? Willingness to work rotational shifts, including weekends, evenings, and night shifts. Working Conditions? Location: Jeddah, Saudi Arabia. ? Working Days: 6 days per week. ? Rotational shifts: o Morning Shift o Evening Shift o Night Shift ? Weekly day off as per company schedule. Preferred Qualifications? Previous experience in taxi, transportation, mobility, or dispatch operations. ? Familiarity with GPS tracking, dispatch systems, and customer support platforms. ? Knowledge of Saudi Arabia road networks and major locations. Salary & Benefits? Competitive salary package. ? Medical Insurance. ? Annual Leave as per Saudi Labor Law. ? Training and career development opportunities.SkillsLanguages Required: Arabic & English (Mandatory) Location: Jeddah, Saudi Arabia Availability: Immediate Joining Preferred.

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