JOB DESCRIPTION
Job Title:
Call Center Agent
O*NET Code:
43-4051.00 (Customer Service Representatives)
Job Level:
L2 — Operational  |  Band D     |  Grade 6–7
Job Code:
AB-CS-01
Sector:
Customer Service
Company:
Al-Bashiq Company
Division:
Customer Service
Department:
Call Center / Customer Service Department
Section:
Call Center Operations
Reports To:
Call Center Supervisor
Subordinates:
None
Functional Manager
Call Center Supervisor
 
Job Purpose
Handle inbound customer calls for Al-Bashiq (Taxi Al-Musafer), responding to enquiries, resolving issues, and providing accurate information about company services in a professional manner that achieves customer satisfaction and upholds the company's reputation. The role applies specialist expertise within the Customer Service domain, ensuring that every interaction meets the company's quality and service standards.
Key Duties & Responsibilities
●  Receive inbound customer calls and provide clear, accurate information about Al-Bashiq services, fares, and operational policies.
●  Access the company's customer management system to retrieve booking and account data in support of each interaction.
●  Log complaints and service requests accurately in the CRM system, ensuring all details are captured for follow-up.
●  Redirect calls to the appropriate departments when the nature of the enquiry falls outside the agent's authority.
●  Follow up on the status of open requests or complaints and communicate resolution updates to customers.
●  Maintain a courteous and professional tone in all customer interactions, including during high-volume periods and with dissatisfied customers.
●  Adhere to call quality standards, average handle time targets, and first-call resolution guidelines set by the Call Center Supervisor.
Qualifications & Requirements
High school diploma required; Bachelor's degree in Business Administration, Communications, or a related discipline is preferred.
 
●  Languages: Proficiency in Arabic (native or near-native); working knowledge of English for system navigation and reporting.
●  Computer literacy: Basic proficiency in customer management / CRM systems and Microsoft Office (Word, Excel).
●  Quality standard awareness: Familiarity with ISO 9001:2015 service-quality principles is an advantage.
Experience
Minimum 1–2 years of experience in a customer service, call centre, or client-facing role.
 
●  Demonstrated ability to handle a high volume of calls while maintaining service quality and composure.
●  Prior experience working within a structured shift environment is preferred.
●  Track record of meeting or exceeding individual service KPIs (AHT, FCR, CSAT).
Skills & Competencies (Knowledge, Skills and Abilities)
Knowledge
●  Customer Service  [Expert] — service-recovery techniques and customer satisfaction frameworks
●  English Language  [Advanced] — reading system interfaces and preparing basic English reports
●  Administration & Organization  [Proficient] — structured logging of requests and complaint records
●  Sales & Marketing  [Proficient] — awareness of service offerings and promotional messaging
●  Mathematics     [Foundational] — basic calculations for fare and billing enquiries
 
Skills
●  Active Listening  [Expert] — accurately capturing customer needs and concerns in real time
●  Service Orientation  [Advanced] — consistently seeking ways to help and satisfy every customer
●  Speaking & Communication  [Proficient] — clear verbal communication across all customer interaction types
●  Reading Comprehension  [Proficient] — understanding written procedures, policies, and system prompts
●  Critical Thinking  [Foundational] — evaluating customer situations to select the most appropriate response
●  Complex Problem Solving  [Foundational] — identifying and resolving non-routine customer issues efficiently
 
Abilities
●  Speech Clarity — articulate clearly under pressure so that all customers understand responses
●  Oral Comprehension — follow and retain spoken information from customers in fast-paced interactions
●  Emotional Composure — remain calm and professional when handling upset or difficult callers
●  Attention to Detail — enter accurate information into CRM with no errors in names, dates, or request types
Key Performance Indicators (KPIs)
●  Average Handle Time (AHT) — Target: ≤ 4 minutes | Frequency: Monthly | Source: Call centre system
●  First Call Resolution Rate (FCR) — Target: ≥ 80% | Frequency: Monthly | Source: CRM reports
●  Customer Satisfaction Score after Call (CSAT) — Target: ≥ 85% | Frequency: Monthly | Source: Post-call survey
 
Prepared by: (Direct Manager)
Reviewed by: (BUHR / HRBP)
Approved by: (Group OD Manager)
Approved by: (Group HR Director)
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Acknowledgement
This certifies that I have read the job description and I am able to perform all essential duties as outlined.
Employee Name: ________________   Signature: ________________   Date: ________________