Contact Center Agent

Job Description

Job Purpose:

The Contact Center Agent plays a crucial role in enhancing customer satisfaction and loyalty through effective problem-solving, accurate information delivery, and maintaining a high standard of service.

Responsibilities:

• Qualify leads & schedule appointments for sales/leasing reps. or site visits (if/when requested).
• Log all interactions, information, customer details & requirement in the system (Inbound, Outbound, Emails, Online forms).
• Ensure timely follow-ups and lead nurturing to drive conversions.
• Assist in converting inquiries into walk-ins or virtual appointments.

• Log customer interactions and transactions, including inquiries, complaints, and comments.
• Keep records and constant update on requests status.
• Prepare daily, weekly, and monthly reports on calls made, inquiries handled, and conversions.
• Gather customer feedback and share insights with management.

• Engage in training and development opportunities to enhance skills and knowledge
• Maintain up-to-date knowledge of current and upcoming projects, service, processes & policies

• Achieve and exceed performance communicated targets
• Adhere to call scripts and guidelines while maintaining flexibility to address unique customer needs.
• Follow company policies, process, and regulatory requirements to ensure compliance.

• Work collaboratively with other team members & departments to resolve customer issues and improve service delivery.
• Support campaign outreach (SMS, emails, cold calls, etc.) during launches or special offers.

Qualification and Experience:

Bachelors degree in business, marketing, or real estate focus is a plus

• Call center experience is a must
• Real estate experience is a must
• Bilingual, Arabic and English is a must
• Maintenance call center experience is preferred
• DLP Command center experience is preferred
• Familiarity with CRM systems is a plus
• Age to be 29 and below is preferred.