BPO - Call Center Specialist

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Job Description:

Job Summary:

We are seeking a highly motivated and customer-focused Call Center Specialist to join our BPO team. The ideal candidate will be responsible for handling inbound and outbound calls, responding to customer inquiries, resolving issues, and delivering exceptional service. This role demands strong communication skills, quick thinking, and the ability to work under pressure in a fast-paced environment.

Key Responsibilities:

  • Answer inbound customer calls promptly and professionally.

  • Make outbound calls for follow-ups, lead generation, or customer feedback surveys.

  • Provide accurate information about products/services and address customer needs efficiently.

  • Handle customer complaints and escalate issues when necessary.

  • Document all interactions clearly and accurately in the system.

  • Meet daily, weekly, and monthly performance KPIs (e.g., call handling time, resolution rate, customer satisfaction).

  • Collaborate with team members and supervisors to resolve issues and improve service quality.

  • Stay updated with company products, services, and policies.

Requirements:

  • Previous experience in a BPO, customer service, or call center role is highly preferred.

  • Excellent verbal and written communication skills in [English/Arabic/Other languages as required].

  • Proficient in using CRM systems and call center software.

  • Strong interpersonal and problem-solving skills.

  • Ability to multitask and work under pressure.

  • Flexibility to work in shifts, including weekends and holidays.

Preferred Qualifications:

  • High school diploma or equivalent; Bachelor’s degree is a plus.

  • Experience handling both voice and non-voice (chat/email) support.

  • Knowledge of customer service metrics and quality assurance practices.

What We Offer:

  • Competitive salary with performance-based incentives.

  • Ongoing training and development.

  • Friendly and collaborative team environment.

  • Opportunity for career growth within the BPO sector.

Requirements:

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