General Purpose of the Job:

To receive subscriber calls and address non-technical inquiries (such as information on packages, invoices, and procedures), process requests within the scope of their authority, and escalate others to the relevant departments, ensuring subscriber satisfaction from the very first interaction.

Key Tasks and Responsibilities:

1. Operational Tasks:
   • Receiving phone calls and verifying subscriber identities.
   • Answering inquiries related to packages, invoices, and administrative procedures.
   • Executing administrative requests from subscribers (e.g., updating non-sensitive data, issuing copies of invoices, and account statements).
   • Opening and classifying request and complaint tickets accurately and following them up until closure.
   • Transferring technical reports to the Technical Support department according to approved procedures.
2. Supervisory and Regulatory Tasks:
   • Documenting every call in the Customer Relationship Management (CRM) system to ensure continuity of follow-up.
   • Strict adherence to call scripts and the company’s approved quality standards.
   • Ensuring data confidentiality and non-disclosure of any information without full verification of the account holder's identity.
3. Developmental Tasks:
   • Reporting patterns of recurring inquiries and suggesting their addition to the knowledge base to improve the customer experience.

Job Requirements and Qualifications:

• Education: Diploma or Bachelor's degree in any field.
• Work Experience: One year of experience in customer service; fresh graduates are accepted after passing the company's training program.
• Technical Skills:
  • Excellent skills in telephone communication and dealing with subscribers.
  • Knowledge and ability to use ticketing systems, Customer Relationship Management (CRM) systems, and billing systems.
• Behavioral Skills: Good listening, clarity of explanation, patience, self-control, and the ability to work within a team.
• Languages: Proficiency in Arabic and a basic level of English.
• Special Requirements: Readiness to work in a shift system (including official holidays) and work in front of a computer using a headset.

How to Apply:

Those who find themselves qualified and meeting the above conditions are requested to apply via the company's dedicated recruitment form on the website.