Job Description

We are seeking a highly motivated and customer-oriented Call Center Agent. The ideal candidate will be responsible for handling inbound and outbound calls, responding to customer inquiries, and providing accurate information and support in a timely and professional manner.

Key Responsibilities:

• Handle inbound and outbound customer calls efficiently and professionally.
• Provide accurate, valid, and complete information to clients based on the Freezone's services, processes, and regulations.
• Address customer inquiries, concerns, and complaints with empathy and professionalism.
• Escalate unresolved issues to the appropriate departments in a timely manner.
• Maintain detailed records of customer interactions, transactions, feedback, and complaints.
• Meet performance metrics including call quality, response time, and customer satisfaction.
• Stay up-to-date with Freezone procedures, policies, and updates to ensure accurate communication with clients.
• Collaborate with internal teams to resolve customer issues and improve service delivery.

Requirements:

• Proven experience working in roles such as customer service, administrative support, or licensing support.

• Minimum of 3 years in a customer service or call center role.

• Excellent communication skills in English; Arabic speaker is required (additional languages are a plus).

• Strong problem-solving and interpersonal skills

• Ability to work under pressure and manage multiple tasks efficiently.

• Proficient in MS Office and CRM systems

• Flexible to work shifts, including weekends if required.