Senior Call Center Agent

Job Description

Alghanim Industries is seeking a Senior Call Center Agent to deliver exceptional customer support while handling complex customer inquiries across multiple communication channels. The role involves resolving escalated issues, ensuring high customer satisfaction, and mentoring junior agents to maintain service excellence. The ideal candidate will possess excellent communication skills, problem-solving abilities, and experience in customer service operations. This position plays a key role in maintaining the company’s reputation by providing efficient, professional, and customer-focused support.

Key Responsibilities
Handle inbound and outbound customer calls professionally.
Resolve complex customer inquiries and escalations promptly.
Provide accurate information about products and services.
Mentor and guide junior call center agents.
Ensure compliance with company service standards and policies.
Maintain detailed customer interaction records in the CRM system.
Coordinate with internal departments to resolve customer issues.
Achieve individual KPIs, including quality, productivity, and customer satisfaction.
Identify recurring customer concerns and recommend process improvements.
Participate in training sessions and continuous improvement initiatives.