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Call Center Agent

30+ days ago 2026/04/27
4 Open Positions
Full time
10-49 Employees · Accounting

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Job description

The Call Center Agent is responsible for delivering efficient and professional customer service support by handling inbound and outbound communications, resolving inquiries, documenting interactions accurately, and coordinating internal communication functions including staff paging and emergency workflows. The role requires strong communication skills, adherence to schedules, and a commitment to service excellence.

Key Responsibilities

  • Receive and manage inbound and outbound calls in a professional and courteous manner.
  • Identify and assess customer needs to provide accurate and timely resolutions.
  • Ensure first-call resolution whenever possible by troubleshooting using the knowledge base.
  • Accurately document call details, notes, and actions taken in the designated call center systems.
  • Maintain high quality assurance and service standards.
  • Coordinate overhead paging, staff paging, and internal messaging functions.
  • Support emergency coordination activities in accordance with approved workflows.
  • Provide customer service support to internal stakeholders.
  • Adhere strictly to assigned schedules, shifts, and attendance requirements.
  • Participate in team meetings, coaching sessions, and required training programs.
  • Perform additional duties as assigned by management.

Education Requirements

  • Bachelor’s Degree or equivalent qualification relevant to the role.

Experience Requirements

  • Minimum of 3 years of experience in:
  • Customer Service
  • Call Center Operations
  • Healthcare Call Center (preferred)
  • Command Center environments (preferred)


Skills

Technical Skills

  • Basic computer proficiency, including Microsoft Office and Outlook.
  • Experience with Call Center tools and systems (preferred), such as:
  • CRM systems
  • CAFM systems
  • Visitor Management systems
  • Ticketing systems
  • Ability to accurately document information within call center applications and tools.

Soft Skills

  • Maintain courtesy and professionalism at all times.
  • Fluency in English and Arabic (mandatory).
  • Ability to adhere to strict work schedules and shift timings.
  • Excellent oral and written communication skills.
  • Strong customer service orientation.
  • Ability to remain calm and effective under pressure.
  • Good teamwork and collaboration skills.


This job post has been translated by AI and may contain minor differences or errors.
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