Call Centre and Chat Agent

We are seeking dynamic and customer-oriented Call Centre & Chat Agents to join our support team. This role involves handling both chat inquiries through WhatsApp and Website, CRM and responding to inbound and outbound customer calls. You will be responsible for providing quick responses, resolving inquiries, following up with potential leads, and delivering an excellent customer experience across all channels.

Key Responsibilities:

• Answer and manage incoming messages on WhatsApp and Facebook Messenger in real-time.
• Initiate outbound calls as soon as a new inquiry is received through chat platforms.
• Handle inbound calls from clients and customers with a helpful and professional attitude.
• Follow up with potential customers who have shown interest but haven’t responded.
• Maintain daily logs of chats and calls handled, including lead follow-ups.
• Accurately understand and explain the company’s services to clients over phone and chat.
• Coordinate with contracts department and other departments to resolve customer issues or escalate where required.
• Ensure a high level of customer satisfaction through timely and effective communication.
• Maintain a polite, friendly, and professional tone at all times.
• Work as part of a team to ensure full coverage 7 days a week, as per the duty roster.

Required Experience:

• Previous experience in a call centre or customer service role.
• Experience in sales support, lead management, or social media engagement.
• Knowledge in recruitment and placement sector. 

Preferred Qualifications:

• Bachelor’s degree in business administration, or a related field.
• Additional certifications in customer service or conflict resolution are a plus.

Required Skills:

• Strong verbal and written communication skills in English (Arabic is a plus).
• Comfortable handling both chat and phone communications simultaneously.
• Knowledge of WhatsApp Business, Facebook Messenger, and basic CRM tools.
• Strong multitasking skills and attention to detail.
• Positive attitude, proactive mindset, and a customer-first approach.
• Willingness to work in shifts, including weekends and holidays as per rotation.