Customer Support Specialist
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Key Responsibilities
• Handle inbound and outbound customer calls professionally and efficiently
• Resolve customer queries, complaints, and requests within defined service levels
• Provide accurate information and solutions during customer interactions
• Escalate unresolved issues to relevant internal teams as per process guidelines
• Document call details and resolutions accurately in CRM / ticketing systems
• Maintain compliance with quality, security, and process standards
• Follow schedule adherence and productivity expectations
• Meet individual and team performance targets
• Participate in process training and continuous improvement activities 📊 Contact Center Metrics Knowledge Familiarity with key contact center performance metrics such as:
• Average Handling Time (AHT)
• Service Level (SL)
• First Contact Resolution (FCR)
• Quality Scores
• Customer Satisfaction (CSAT)
• Schedule Adherence
• Productivity / Utilization ✅ Required Experience & Skills
• 1–3 years of experience in Contact Center / BPO or Customer Service roles
• Fluent or near-native Arabic proficiency and C level English
• Experience supporting voice customer support
• Basic knowledge of CRM tools and computer systems
• Strong communication, problem-solving, and multitasking skills
• Strong customer-focused mindset 🌟 Key Competencies
• Client Centricity
• Execution Excellence
• Accountability & Ownership
• Compliance & Risk Awareness
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