Customer Care / CRM / Contact Center Agent [EN&AR]

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Description

Job Summary
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We are looking for a customer-focused and communicative Customer Care / CRM / Contact Center Agent to handle customer interactions, resolve inquiries, and enhance the overall customer experience. The ideal candidate must be bilingual, with strong proficiency in both English and Arabic, to effectively support a diverse customer base.

Key Responsibilities:

Customer Support
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> Handle inbound and outbound calls, emails, chats, and social media inquiries in both languages
> Provide accurate information about products, services, and policies
> Resolve customer complaints efficiently while maintaining professionalism
> Escalate complex issues to relevant departments when necessary

CRM Management
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> Accurately log all customer interactions in CRM systems
> Maintain up-to-date customer records and profiles
> Track customer issues and follow up to ensure resolution
> Use CRM data to identify trends and recurring issues

Contact Center Operations
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> Meet daily and monthly performance targets (calls handled, resolution time, etc.)
> Follow scripts, workflows, and company procedures
> Ensure adherence to service quality standards and SLAs
> Participate in call monitoring and quality assurance processes

Customer Experience & Retention
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> Deliver a high level of customer satisfaction in every interaction
> Identify opportunities to upsell or cross-sell products/services (if applicable)
> Build strong relationships with customers to foster loyalty
> Gather customer feedback and share insights for service improvements

Reporting & Coordination
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> Report recurring issues, system problems, or customer feedback to supervisors
> Collaborate with other departments (technical, billing, sales, etc.)
> Assist in updating FAQs, scripts, and knowledge base materials


Qualifications & Requirements
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> High school diploma or bachelor’s degree (preferred in Business, Communication, or related field)
> 1–3 years of experience in customer service or contact center environment
> Experience with CRM systems (e.g., Shopify)
> Fluency in both English and Arabic (spoken and written) is mandatory
> Strong communication skills in both languages
> Good problem-solving and conflict-resolution abilities
> Basic computer literacy and typing skills


Key Skills
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> Excellent customer service and interpersonal skills
> Active listening and empathy
> Clear communication and articulation in both languages
> Time management and multitasking
> Attention to detail
> Ability to work under pressure and meet targets


Preferred Qualifications (Nice to Have)
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> Experience in industry-specific support (telecom, banking, IT, retail, or e-commerce)
> Familiarity with call center software and ticketing systems
> Sales or upselling experience
> Experience working with Shopify (order management, customer support, returns, etc.)
> Additional languages beyond English and Arabic


Key Performance Indicators (KPIs)
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> First Call Resolution (FCR)
> Average Handling Time (AHT)
> Customer Satisfaction Score (CSAT)
> Net Promoter Score (NPS)
> Quality Assurance (QA) score
> Response and resolution time


Working Conditions
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> Full-time position (shift-based, including weekends/holidays if required)
> Fast-paced contact center environment
> May require flexibility of shifts depending on business needs

Basic Details

Experience : 5+ Years

Location : Kuwait City , Kuwait

Qualification :

Posted : 1 month ago

Job Type : Full-Time

Company : The Sticky Company

Posted By: Bashar George

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