Job Description

Job Purpose

The Call Center Agent serves as the first point of contact for all incoming telephone inquiries to Adara. The role is responsible for providing professional customer service, accurately directing calls, recording inquiries, resolving first-level requests where possible, and ensuring every customer interaction reflects Adara's service standards.

Key Responsibilities

Call Management

• Answer all incoming calls promptly and professionally.
• Route calls to the appropriate department or individual.
• Screen calls and prioritize urgent matters when required.
• Maintain high standards of telephone etiquette and customer service.

Customer Service

• Provide accurate information regarding Adara's projects, services, departments, and contact details.
• Respond to general customer inquiries and frequently asked questions.
• Handle complaints professionally and ensure they are escalated when necessary.
• Follow up on customer inquiries where required.

Lead & Inquiry Management

• Register all customer inquiries in the CRM or designated system.
• Capture complete customer information, including contact details and inquiry type.
• Assign leads to the relevant sales or leasing team.
• Monitor inquiry status and ensure timely follow-up.

Administrative Support

• Maintain accurate records of all calls and customer interactions.
• Prepare daily and weekly reports on call volumes, inquiries, complaints, and response times.
• Update customer databases and contact information.
• Support internal communication by relaying messages accurately.

Service Quality

• Meet agreed service levels for response time and customer satisfaction.
• Maintain confidentiality of customer and company information.
• Continuously improve knowledge of Adara's developments, products, promotions, and organizational structure.

Skills & Competencies

• Excellent verbal communication skills in Arabic and English.
• Strong customer service orientation.
• Professional telephone etiquette..
• Proficiency in Microsoft Office and CRM systems.