· Handle inbound and outbound customer inquiries professionally and efficiently across all channels.
· Follow established scripts, SOPs, and workflows to ensure accurate and consistent service delivery.
· Ensure first-contact resolution (FCR) wherever possible to enhance customer experience.
· Demonstrate empathy, clarity, and ownership in every interaction.
· Adhere to all Key Customer-Related Processes (KCRPs) defined by the organization.
· Follow process controls, accuracy checks, and compliance requirements to reduce errors and recontacts.
· Ensure each handled transaction meets COPC service, quality, and compliance standards.
· Report process gaps, system issues, and customer pain points to supervisors for improvement.
· Participate in Transaction Monitoring (QA evaluations) and apply feedback received from QA and Team Leads.
· Achieve required quality benchmarks such as accuracy, critical error avoidance, and communication standards.
· Attend required training, calibrations, refresher sessions, and coaching sessions.
· Contribute to process improvement by sharing recurring customer issues and suggestions.
· Work closely with the Team Lead and QA & Training Officer to support coaching and development initiatives.
· Attend briefings, team huddles, and performance review sessions.
· Escalate unresolved or high-impact cases following the escalation process.
Requirements & Qualifications:
· Previous customer service or contact center experience.
· Strong communication skills in Arabic & English.
· Ability to work in a fast-paced, KPI-driven environment.
· Familiarity with CRM/ACD systems.
· Strong problem-solving skills, positive attitude, and customer-first mindset.
. Working on weekends or late shifts. Weekends can be shifted.
MBC GROUP is the largest media company in the Middle East & North Africa region that enriches people’s lives through information, interaction and entertainment. In 2002, nearly a decade after the launch of MBC1 in London, in 1991, MBC GROUP moved its headquarters to Dubai Media City, United Arab Emirates.
Today, MBC GROUP includes over 17 leading TV channels: MBC1 (general family entertainment); MBC2 & MBC MAX (24-hour western movies); MBC3 (children’s edutainment with a mix of both local productions and western acquisitions); MBC4 (entertainment for young families with a female-focus); MBC ACTION (an indigenous adrenaline-packed channel targeting young males with local and homegrown productions); MBC VARIETY (Western films and general entertainment with uninterrupted broadcasting); MBC DRAMA (24/7 Arabic drama) & MBC+ DRAMA (a joint pay-TV channel between MBC and OSN); MBC PERSIA (general family entertainment dubbed and subtitled in Farsi); WANASAH (24-hour Arabic music channel); MBC MASR & MBC MASR2 (general family entertainment geared towards the Egyptian family); MBC BOLLYWOOD (delivering the freshest in Bollywood content geared towards the region via an Arabized interface); MBC USA (on “Dish Network” in the US); MBC IRAQ (a premium channel aimed at the entire Iraqi family), MBC5 (new satellite channel dedicated to the Maghreb); all of them benefit from MBC STUDIOS which produces the region’s most compelling premium content for cinema, television and on-demand platforms. MBC GROUP also includes two FM radio stations: MBC FM (Gulf music) and Panorama FM (contemporary Arabic hit music).
Furthermore, part of MBC GROUP is Shahid and its premium subscription-based service Shahid VIP, the world’s leading Arabic streaming platform, home to highly rated original productions from the Arab world, a wide range of exclusive movies and premieres, as well as the top watched live Arab TV channels.
