Job Description – Contact Center Agent
1. Basic Information
Job Title: Contact Center Agent
Department: Contact Center
Grade: Grade 7 (Agent)
Band: Based on Kana Career Framework
Reports To: Contact Center Manager
Supervises: N/A
Company: Kana Group or Subsidiary
Section: N/A
2. Role Purpose
To handle inbound and outbound customer interactions in order to resolve inquiries, book appointments, and provide a high-quality service experience within SLA and company policy.
3. Key Responsibilities
Core Responsibilities:
Answer incoming calls and digital queries professionally and efficiently
Record customer information and issues accurately in CRM
Follow scripts and escalation procedures appropriately
Perform outbound follow-ups and reminders when required
Maintain up-to-date knowledge of services, promotions, and procedures
Daily Tasks:
Log into systems and review updates or scripts
Handle inbound and outbound communications
Record case details and submit closure wrap-up
Escalate any urgent issues to the team lead
Perform other related duties and tasks assigned by the direct manager or senior management.
4. Knowledge & Experience
1–2 years for Agent, 3–5 years for Senior/Team Lead roles, 6+ years for Manager
Experience in telephony, CRM systems, and service quality tools
Strong communication in Arabic and English
5. Education & Certifications
High School Diploma required, Bachelor’s degree preferred
Certifications in Customer Service or Call Center operations are a plus
6. Working Conditions
Environment: Office-based with telephony systems
Shifts: Rotational including weekends/public holidays