Contact Center Officer

We are actively looking for a Contact Center Officer to join our CXD team,Core Responsibilities:Handle a high volume of inbound and outbound calls professionally and promptly.Respond to customer inquiries related to products, orders, returns, services, and store information.Resolve customer complaints with empathy and efficiency, escalating unresolved issues when required.Log all customer interactions accurately using CRM systems.Provide clear product knowledge and guidance to enhance the customer experience.Follow communication scripts, policies, and operational guidelines.Coordinate with internal teams (stores, logistics, after-sales, etc.) to ensure customer issues are resolved.Meet assigned KPIs including call quality, average handling time, and customer satisfaction.Stay updated on promotions, policy changes, and new product offerings.Essential Qualifications & Skills:Strong communication skills in Arabic and English.Customer-focused mindset with strong problem-solving abilities.Ability to remain calm and professional when handling challenging situations.Comfortable using CRM systems and contact center technologies.Adaptable, quick to learn new systems and tools.Ability to work under pressure and manage high call volumes.Strong teamwork and collaboration skills.Flexible work 6 days per week, working in shifts.