Job Title: Care Contact Center Agent
Department: Care Department
Reports To: Care Department Manager
Location: Office-Based
Working Hours: Full-Time
Job Purpose
The Care Contact Center Agent handles customer communication across different channels including calls, emails, social media, Google Chat, and reviews. The role focuses on providing excellent customer service, resolving complaints, maintaining brand standards, and ensuring customer satisfaction.
Key Responsibilities
- Handle incoming customer calls, inquiries, and complaints professionally.
- Make outbound calls for customer support, follow-ups, and feedback.
- Respond to emails, social media messages, Google Chat, and online reviews promptly.
- Maintain and update Google listings and online platforms.
- Manage customer orders and reservations.
- Handle customer complaints calmly and professionally, aiming for quick resolution.
- Record and categorize customer inquiries and complaints accurately.
- Escalate complex issues to the relevant department when needed.
- Follow up on pending customer concerns until resolved.
- Coordinate PR invites and support special events.
- Respond professionally during crisis situations, including negative comments or viral content.
- Send marketing messages and customer updates when required.
- Provide personalized service to VIP guests and ensure a smooth customer experience.
- Participate in brand immersion activities and guest journey assessments.
- Provide feedback to improve customer experience and operations.
- Meet department and individual KPIs.
Soft Skills
- Customer-focused with a positive attitude.
- Strong problem-solving and communication skills.
- Ability to stay calm and professional under pressure.
- Team player with good coordination skills.
- Flexible, proactive, and willing to learn.
- Open to feedback and continuous improvement.
Requirements
- Flexible to work shifts, weekends, public holidays, and overnight schedules.
- Highly motivated and able to handle challenges.
- Organized, punctual, and able to multitask.
- Tech-savvy and comfortable using digital platforms.
- Previous contact center experience, preferably in the GCC.
- Fluent in Arabic and English, both spoken and written.