Coordinator - Call Centre

Responsibilities

• Answer calls politely and respond to emails
• Provide information about the company’s products or services and create interest in the offer
• Identify customer inquiries, complaints, concerns, and overall needs
• Research required information using available resources
• Route calls to appropriate departments
• Follow up with the customer whenever necessary
• Identify and escalate priority issues
• Document all call logs information for future reference
• Send daily / weekly reports to the Line Manager
• Report any customer feedbacks

• Education
  • Bachelor’s degree or Diploma in Business Administration, Management, Communications, or a related field
  • Bachelor’s degree in Business Management, Operations Management, or Healthcare Administration
• Experience
  • Minimum 2–3 years’ experience in a call center or customer service environment
  • At least 1 year in a coordination, senior agent, or supervisory support role
  • Experience in a healthcare, hospitality, or service-driven call center environment
  • Exposure to workforce management or quality assurance functions
• Certification and Licensure
  • None
  • Call Center Management Certification (e.g., COPC, ICMI)
  • Customer Service or Quality Assurance certification
• Job Specific Knowledge and Skills
  • Strong knowledge of call center operations and workflows
  • Proficiency in call center systems (CRM, call routing, reporting tools)
  • Good command of written and spoken English
  • Strong organizational, coordination, and time-management skills
  • Ability to handle pressure and manage multiple priorities
  • Knowledge of KPI tracking, SLA management, and basic workforce planning.
  • Experience with call quality monitoring and coaching
  • Bilingual skills (Arabic an advantage)
  • Advanced Excel or reporting skills