Call Center Agent

وصف الوظيفة

About Jeeny:

Jeeny is a mobile application that eases daily commuting and transportation. By connecting you with your preferred mode of transportation, we are fulfilling our aim of making mobility accessible, affordable, and flexible for all.

About the role:

We are looking for a professional and customer-focused Call Center Agent to handle customer inquiries, requests, and complaints through inbound and outbound calls, as well as help center tickets through designated channels. The role is responsible for providing accurate and timely support while maintaining high customer satisfaction and meeting established service and performance standards.

Responsibilities

• Handle inbound and outbound customer calls in a professional and courteous manner.
• Handle and resolve help center tickets through designated channels, ensuring timely and accurate responses.
• Respond to customer inquiries and provide accurate information about products, services, and processes.
• Identify customer needs and resolve issues efficiently or escalate them when required.
• Record customer interactions, requests, and resolutions accurately in the CRM or ticketing system.
• Follow company policies, procedures, and customer service standards.
• Meet assigned KPIs, including SLA, call handling time, productivity, quality, and customer satisfaction.
• Handle customer complaints professionally and work toward effective resolutions.
• Coordinate with other departments when customer issues require further investigation or action.
• Contribute to team goals and support a positive customer experience.

Requirements

• High School Diploma or equivalent required; a Bachelor’s degree is strongly preferred.
• Strong verbal and written communication skills.

Benefits

• Be part of one of the leading mobility platforms in the region.
• Work in a dynamic and collaborative environment.
• Opportunity to lead impactful finance initiatives and process improvements.
• Career growth and professional development opportunities.