Title:  Agent - Call Center


Job Information

Job Title: Agent - Call Center Reporting to Sr. Supervisor Contact Center
Department / Plant Name Marketing Section Contact Center
Grade 5 Job ID 30000481


Job Summary

Complete customer service tasks that ensure customers have the information and assistance they need and maintain the company’s positive reputation.

Duties & Responsibilities

Primary Duties & Responsibilities

•    Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
•    Guide callers through troubleshooting, navigating the company site or using the products or services.
•    Review customer or client accounts, providing updates and information about billing, shipping, warranties, and other account items.
•    Collaborate with other call center professionals to improve customer service.
•    Help to train new employees and inform them about the company's customer management policies.
•    De-escalate situations involving dissatisfied customers, offering patient assistance and support.
•    Perform and other relative tasks might be requested by his line manager.

Communication Channel

Internal Communication

  • SCC Employees.


External Communication

  • Client.


High School and above


•    Great active listening skills.
•    A patient and empathetic attitude.
•    Comfortable working in fast-paced environments.
•    Phone skills, including familiarity with complex or multi-line phone systems.
•    Excellent verbal and written communication skills – Arabic and English.
•    In-depth knowledge of a company's products and/or services.


Adaptability / Dependability
Attendance / Punctuality
Company Assets / Equipment Care
Conduct & Ethics
Follow Company Policy & Procedures (related to Plants, QHSE, HR & IT)
Job Knowledge / Trade, Techinical or Professional Skills
Team Work / Collaboration
Work Under Pressure

Key Performance Indicators

1.    Adherence to Saudi Ceramics Marketing strategies, policies, and procedures.
2.    Achievement Marketing objectives.
3.    The rate of services quality. 
4.    The number of customer problem solving. 
5.    The accurate of information provided to the customer.