At Kana Group, we are seeking Call Center Agents to handle inbound and outbound customer interactions to resolve inquiries, book appointments, and provide a high-quality service experience within SLA and company policy.
Core Responsibilities:
- Answer incoming calls and digital queries professionally and efficiently
- Record customer information and issues accurately in CRM
- Follow scripts and escalation procedures appropriately
- Perform outbound follow-ups and reminders when required
- Maintain up-to-date knowledge of services, promotions, and procedures
Daily Tasks:
- Log into systems and review updates or scripts
- Handle inbound and outbound communications
- Record case details and submit closure wrap-up
- Escalate any urgent issues to the team lead
· Perform other related duties and tasks assigned by the direct manager or senior management.
Working Conditions:
- Environment: Office-based telephony systems
- Shifts: Rotational including weekends/public holidays
Skills
Knowledge & Experience:
- Experience in telephony, CRM systems, and service quality tools
- Strong communication in Arabic and English (Bilingual)
- Experience in contact center is preferred; fresh graduates can be considered.