Contact Center Agent

MBC Group•Egypt, AL

15h

About The Position

The Contact Center Agent is responsible for delivering excellent customer service by handling inbound and outbound inquiries across all channels, adhering to established processes and quality standards, and continuously improving performance. This role involves ensuring first-contact resolution, following COPC-aligned processes, participating in quality evaluations, meeting key performance indicators, and accurately documenting all customer interactions.

Responsibilities

Handle inbound and outbound customer inquiries professionally and efficiently across all channels.
Follow established scripts, SOPs, and workflows to ensure accurate and consistent service delivery.
Ensure first-contact resolution (FCR) wherever possible to enhance customer experience.
Demonstrate empathy, clarity, and ownership in every interaction.
Adhere to all Key Customer-Related Processes (KCRPs) defined by the organization.
Follow process controls, accuracy checks, and compliance requirements to reduce errors and recontacts.
Ensure each handled transaction meets COPC service, quality, and compliance standards.
Report process gaps, system issues, and customer pain points to supervisors for improvement.
Participate in Transaction Monitoring (QA evaluations) and apply feedback received from QA and Team Leads.
Achieve required quality benchmarks such as accuracy, critical error avoidance, and communication standards.
Attend required training, calibrations, refresher sessions, and coaching sessions.
Contribute to process improvement by sharing recurring customer issues and suggestions.
Meet or exceed daily/weekly KPIs including: CSAT, AHT (Average Handle Time), FCR, Quality score, Schedule adherence, Productivity targets.
Use systems (CRM, ACD tools) efficiently with minimal errors.
Manage time effectively to handle workload within SLAs.
Log all interactions accurately and completely in the CRM and ticketing systems.
Ensure proper tagging, categorization, and follow-up actions.