Key Responsibilities• Customer Support: Manage inbound and outbound calls as well as digital communications (chat, email, and support tickets), providing customers with timely, accurate, and professional assistance regarding products, services, and account information.• Issue Resolution & Escalation Management: Investigate and resolve customer complaints effectively, employing de-escalation techniques and demonstrating empathy to ensure positive outcomes while upholding company standards.• CRM Documentation: Accurately record, update, and maintain comprehensive customer interaction logs within the CRM system, ensuring data integrity and supporting continuity of service.• Performance & Quality Standards: Consistently meet or exceed established Key Performance Indicators (KPIs), including Average Handling Time (AHT), Customer Satisfaction (CSAT) scores, Quality Assurance (QA) metrics, schedule conformance, and utilization targets.• Product & Service Knowledge: Develop and maintain thorough knowledge of the products and the services to deliver relevant, solution-oriented guidance and proactively educate customers on available self-service channels.• Cross-Functional Collaboration: Liaise with internal teams such as technical support, billing, and operations to facilitate prompt resolution of complex customer issues and ensure seamless customer experience.• Compliance & Adherence: Always adhere to all company policies, regulatory requirements, data privacy standards, and call center procedures.Required Skills & Qualifications• Bilingual Communication: Exceptional verbal and written communication skills in both Arabic and English, with a professional, clear, and engaging telephone manner.• Technical Proficiency: Hands-on experience with CRM platforms, Microsoft Office, ticketing systems, and digital communication tools such as live chat software.• Interpersonal & Soft Skills: Demonstrated ability in active listening, empathy, patience, and conflict resolution, with a strong customer-first orientation.• Multitasking & System Navigation: Proven ability to simultaneously manage multiple applications and systems for retrieving customer information, processing transactions, and logging CRM updates in real time.• Flexibility & Adaptability: Willingness to work on a rotational shift schedule, including weekends and public holidays, in alignment with operational business needs.• Education & Experience: A minimum of a high school diploma or equivalent is required; a bachelor’s degree is preferred. Prior experience in a customer service or contact center environment is essential. Prior exposure to GCC markets or customer bases is highly advantageous.• Attention to Detail: Ability to accurately capture and document customer information, follow established procedures, and maintain high-quality standards under pressure