Contact Center Agent

Job Purpose: The Contact Center Agent is responsible for providing exceptional customer service by handling inbound and outbound communications (calls, WA, emails) efficiently and professionally. This role involves addressing customer inquiries, resolving issues, and offering solutions in alignment with company policies and procedures. The Contact Center Agent plays a crucial role in enhancing customer satisfaction and loyalty through effective problem-solving, accurate information delivery, and maintaining a high standard of service. Responsibilities: Lead Management & Sales SupportQualify leads & schedule appointments for sales/leasing reps. or site visits (if/when requested).

Log all interactions, information, customer details & requirement in the system (Inbound, Outbound, Emails, Online forms). Ensure timely follow-ups and lead nurturing to drive conversions. Assist in converting inquiries into walk-ins or virtual appointments. Documentation & ReportingLog customer interactions and transactions, including inquiries, complaints, and comments. Keep records and constant update on requests status. Prepare daily, weekly, and monthly reports on calls made, inquiries handled, and conversions. Gather customer feedback and share insights with management.

Knowledge & EnhancementsEngage in training and development opportunities to enhance skills and knowledgeMaintain up-to-date knowledge of current and upcoming projects, service, processes & policiesPerformance MetricsAchieve and exceed performance communicated targets Adhere to call scripts and guidelines while maintaining flexibility to address unique customer needs. Follow company policies, process, and regulatory requirements to ensure compliance. Team CollaborationWork collaboratively with other team members & departments to resolve customer issues and improve service delivery. Support campaign outreach (SMS, emails, cold calls, etc. ) during launches or special offers. Qualification and Experience:

Bachelor’s degree in business, marketing, or real estate focus is a plus1 year experience in a contact center, customer service, data entry in real estate or hospitalityCall center experience is a mustReal estate experience is a mustBilingual, Arabic and English is a must Maintenance call center experience is preferredDLP Command center experience is preferred Familiarity with CRM systems is a plus Age to be 29 and below is preferred.