237 Voice Support jobs in Saudi Arabia

Our office in Al Khobar is currently looking for a Call Center - Team Leader to maintain high levels of customer satisfaction by dealing with member/client enquiries in an effective and timely manner and too offer the highest possible level of service to all our clients thereby assisting in retaining existing business and improving our persistency levels by maintaining excellent productivity and accuracy.

Key Responsibilities:

• Team Leadership:
• Oversee daily operations and performance of the call center team.
• Conduct performance evaluations and coaching sessions.
• Customer Experience:
• Manage customer interactions across phone, webchat, and social media platforms.
• Resolve escalated issues and ensure customer satisfaction.
• Quality & Training:
• Design and implement quality assurance procedures.
• Develop and deliver training programs for new and existing staff.
• Reporting & Systems:
• Monitor KPIs and generate performance reports.
• Identify and implement IVR system enhancements.

Skills:

• Strong leadership and communication abilities.
• Proficiency in English and Arabic.
• Analytical mindset.

Qualification:

• Bachelors degree in business administration or a related field.
• 2–5 years of experience in a call center.

• To ensure complete understanding of the operation, brand philosophy of LAP and Al Ghalia as a whole

o To process all external and internal calls in a timely manner

• To perform all duties in accordance with the Standard Operating Policies and Procedures with the objective of maximising guest's satisfaction
• To prepare work area for opening, mid-shift, or closing in accordance with the company's standards

o To welcome, acknowledge and put guests at ease in a polite, efficient and friendly manner

o To get to know guests' preferences in order to satisfy their needs and build customer loyalty

o To have sufficient product knowledge to be able to give guest recommendations in a confident and competent manner

To enter telephone and in-store 'products reservations into LS System (the Business Unit's computer system); recording every detail and dispatching information to the designated o kitchen section

o To prepare the order's arrival list on a daily basis and distribute it (both in FOH and BOH)

o To update function sheets with order's amendments and inform the concerned sections

o To ensure that the workplace and surrounding areas are kept clean and organized at all time

o To comply with all the company's statutory and legal requirements for fire, licensing and food handling

o To make sure that all furniture, fixtures and equipment are operating safely and maintained as required

• To assist the SBU's operation in the immaculate upkeep throughout the Call Centre Room

o To encourage loyal and repeat business with a personable approach to your duties

• To report any discrepancies and/or operating issues to the MOD (equipment, connectivity etc.)
• To answer email guest enquiries in a timely manner
• To notify the MOD and/ or Chef of any special guest request
• To record all details related to customer's complaints (guest name, mobile number, complaint reason) and communicate it to the Assistant Call Centre Manager

o To report for duty punctually wearing the correct uniform and adhering to grooming standards and hygiene at all times

• To meet all timelines as required so as to ensure consistency in the service provided
• To inform guests about the SBU's policy (delivery minimum charge, planning bespoke cake orders etc.)

o To answer guests' requests on social media tools including Lilou Artisan Patisserie Whatsapp

Any other tasks as assigned by the Shop Manager and Assistant Call Centre Manager

o Proven experience as a Call Centre Agent for a large-sized organization (preferably from the Hospitality/ Retail Industry)

o Height Parameters: Ladies: 5'4" and Gentlemen: 5'6"

o Customer Management skills

o Ability to work both independently and in a team

o Personable and organized

o Ability to prioritize tasks

o Team-working skills: ability to work alone or as part of a team

o Self-motivated and detail oriented

o Customer Management skills

o Proficiency in MS Office and call centre equipment/ software programs

o Excellent interpersonal and communication skills

Ability to remain calm and courteous under pressure

Job Types: دوام كامل, دائم

Pay: ﷼4, ﷼5,000.00 per month

We are seeking a
professional, friendly, and detail-oriented Call Center Agent
. The ideal candidate will be fluent in
Arabic and English
, able to handle multiple customer inquiries, provide clear guidance, and ensure customer satisfaction.

Key Responsibilities

Customer Support & Interaction

• Handle
  inbound calls, emails, and live chat inquiries
  professionally and promptly.
• Respond to customer questions regarding applications, features, troubleshooting, and usage.
• Provide clear instructions to users with basic level of technical knowledge.
• Escalate issues to technical, sales, or any other related department while ensuring proper follow-up.
• Track and record all customer interactions accurately in
  CRM or ticketing systems
  .
• Follow up with customers to confirm issues are fully resolved.
• Assist customers with trial activation, subscription processes, or account management.
• Provide support for
  marketing campaigns, promotions, and social media leads
  .
• Answer queries related to billing, payments, and system configurations.
• Educate customers on product updates, new features, and best practices.

Technical Support Assistance

• Perform basic troubleshooting of applications issues.
• Guide customers through applications setup, activation, and configuration steps.
• Document recurring issues and provide feedback to internal teams.
• Assist customers in understanding reports, analytics, or applications outputs.

Quality & Professionalism

• Maintain a professional, patient, and courteous attitude at all times.
• Follow company
  scripts and standard operating procedures
  while remaining flexible to address customer needs.
• Ensure
  high levels of customer satisfaction
  in all interactions.
• Adapt communication style according to the customer's level of understanding.
• Manage multiple interactions simultaneously while maintaining quality.

Continuous Learning & Development

• Stay updated on product knowledge, new features, and applications updates.
• Participate in training sessions to improve communication, technical skills, and customer handling.
• Learn to use new applications, tools, or platforms introduced by the company.
• Contribute ideas to improve the
  customer support process and knowledge base
  .

Teamwork & Collaboration

• Collaborate with sales, technical, and product teams to resolve customer issues.
• Share insights from customer interactions to help improve product features or user experience.
• Support new team members by sharing knowledge and best practices.
• Maintain clear and effective internal communication with colleagues.

Metrics & Performance Indicators (optional)

• Respond to calls, emails, or chat inquiries within company-set targets.
• Maintain a high
  Customer Satisfaction Score (CSAT)
  .
• Resolve customer issues efficiently and accurately.
• Maintain proper documentation for all customer interactions.
• Meet daily, weekly, or monthly targets set by the support team.

Requirements

• Fluent in
  Arabic and English
  (spoken and written).
• Strong verbal and written communication skills.
• Friendly, patient, and professional attitude.
• Basic computer skills; familiarity with
  CRM applications, ticketing systems, and Microsoft Office
  .
• Willingness to learn about applications and customer support processes.
• Ability to work under pressure and handle multiple tasks.
• Problem-solving skills and attention to detail.

Preferred / Nice to Have

• Experience with
  POS systems, cashier applications, or SaaS applications as a call center role
  .
• Basic technical troubleshooting skills.
• Familiarity with handling
  social media inquiries or leads
  .
• Knowledge of billing, subscription management, or account setups.

Job Purpose

The Call Center Manager will oversee the daily operations of the call center, ensuring efficient service delivery, achieving KPIs, and maintaining high levels of customer satisfaction. This role requires strong leadership, operational excellence, and the ability to implement strategies in alignment with the company's objectives.

Key Responsibilities

• Lead, manage, and motivate a team of call center supervisors and agents to achieve performance targets.
• Develop and implement strategies to improve service levels, productivity, and customer satisfaction.
• Monitor key metrics (AHT, FCR, CSAT, SLAs) and prepare regular performance reports for management.
• Ensure compliance with Saudi labor laws, company policies, and quality standards.
• Implement workforce planning, scheduling, and resource allocation to meet call volumes effectively.
• Train and develop staff through coaching, mentoring, and performance reviews.
• Manage escalations, resolve customer complaints, and ensure timely follow-ups.
• Collaborate with IT and CRM teams to enhance call center technology and reporting tools.
• Control operational costs while maintaining service efficiency.
• Drive continuous improvement initiatives within the call center.

Qualifications & Skills

• Bachelor's degree in Business Administration, Management, or related field.
• Minimum 7–10 years of experience in call center operations, with at least 3 years in a managerial role.
• Strong leadership and people management skills.
• Excellent communication in English and Arabic (preferred).
• Knowledge of call center software (CRM, ACD, IVR, WFM systems).
• Analytical mindset with strong problem-solving skills.
• Ability to thrive in a fast-paced and customer-focused environment.

Job Type: Full-time

Job Summary:

We are seeking a highly motivated and analytical
Call Center Supervisor
to oversee the daily operations of our customer contact center. The ideal candidate will have proven experience in
data analysis, call performance metrics, customer satisfaction, and service speed optimization
. This role requires a proactive leader who can guide a team of agents to consistently deliver high-quality customer experiences.

Key Responsibilities:

• Supervise and manage daily activities of call center agents to ensure productivity and quality standards are met.
• Monitor and analyze call center performance metrics, including
  average handling time (AHT), first call resolution (FCR), service level, abandonment rate, and customer satisfaction scores (CSAT/NPS)
  .
• Generate and interpret performance reports and dashboards to identify trends, gaps, and improvement opportunities.
• Collaborate with the quality assurance and training teams to ensure continuous improvement in service delivery.
• Conduct regular coaching, feedback, and performance reviews for call center agents.
• Develop action plans based on data insights to enhance operational efficiency and customer satisfaction.
• Handle escalated customer issues and ensure timely resolution.
• Ensure compliance with company policies, procedures, and quality standards.
• Support workforce planning and scheduling based on call volume forecasts and historical data.

Qualifications:

• Bachelor's degree in Business Administration, Communications, or related field.
• Minimum of 1–3 years of experience in a call center environment, with at least 1 year in a supervisory role.
• Strong analytical skills with proficiency in
  Excel, Power BI, or other data analysis/reporting tools
  .
• In-depth knowledge of
  call center KPIs and customer satisfaction metrics
  .
• Excellent leadership, communication, and interpersonal skills.
• Ability to work in a fast-paced, customer-focused environment.
• Fluent in English (and Arabic is a plus, depending on the company's requirements).

Job Description:

The Call Center Supervisor is a critical leadership role tasked with overseeing the daily operations of the call center, ensuring that customer service representatives deliver high-quality service while meeting organizational goals and performance targets. This position requires a proactive and results-driven individual who possesses comprehensive knowledge of call center metrics, performance evaluation processes, and workforce management practices. The successful candidate will demonstrate exceptional competency in team leadership, conflict resolution, and operational efficiency. Responsibilities include monitoring call metrics, conducting performance evaluations, coaching team members to enhance their skills, and implementing process improvements to drive customer satisfaction. Additional duties involve resolving escalated customer issues, collaborating with cross-functional teams to align service delivery with organizational objectives, and fostering a positive work environment that motivates and inspires staff.

Job Requirements:

• Diploma or bachelor's degree in business administration, Customer Service Management, or a related field
• A minimum of 2 years of experience in a call center environment specifically within a supervisory capacity
• Proven track record of managing teams effectively, including performance oversight and conflict resolution
• Extensive knowledge of customer service principles, practices, and standards
• Ability to analyze call center performance data and utilize insights to inform team development and operational improvements
• Strong understanding of various call center software and technology, including CRM systems and call routing tools
• Excellent verbal and written communication skills, demonstrating the ability to coach and guide team members effectively
• Familiarity with workforce management and scheduling principles to optimize staffing levels
• Skilled in developing training programs that enhance customer service efficacy and team cohesion
• Capacity for multitasking and managing competing priorities in a fast-paced environment

Job Responsibilities:

• Supervise daily operations of the call center to ensure optimal performance and adherence to service level agreements (SLAs)
• Monitor and evaluate call quality, providing constructive feedback to customer service representatives to enhance their performance
• Conduct regular one-on-one meetings with team members to discuss performance metrics, goals, and personal development plans
• Handle escalated customer issues effectively, ensuring timely resolution and satisfaction
• Implement and maintain a robust training program for new hires and ongoing development for existing staff
• Collaborate with the management team to forecast call volumes and adjust staffing requirements accordingly
• Analyze call center data to identify trends and areas for improvement, and propose solutions to enhance operational efficiency
• Facilitate team meetings to communicate organizational updates, performance expectations, and recognize outstanding contributions
• Foster a positive work environment through team-building activities, motivation initiatives, and recognition programs
• Ensure compliance with company policies, procedures, and applicable regulations while promoting adherence to ethical standards

Required Skills:

• Leadership and team management capabilities that inspire trust and ensure high performance among team members
• Analytical skills to interpret data and make informed decisions to improve service delivery
• Proficient in conflict resolution and effective communication techniques to handle challenging customer interactions
• Strong interpersonal skills to build rapport with team members and cross-functional teams
• Knowledge of quality assurance methodologies and customer satisfaction measurement tools
• Strong organizational skills to prioritize workload in a complex and dynamic environment
• Coaching and mentoring abilities to develop staff competencies and career progression
• Adaptability and openness to feedback, able to thrive in a rapidly changing landscape
• Proficiency with call center technology, CRM systems, and data analysis tools
• Empathy and emotional intelligence to understand customer needs and foster a customer-focused culture

About the role:

We are seeking a
Call Center Officer
to join our customer service team. The ideal candidate will be responsible for handling inbound and outbound calls, addressing customer inquiries, and ensuring a high standard of service delivery. This role plays a key part in enhancing the customer experience and supporting daily operations within the call center.

Responsibilities:

• Handle incoming and outgoing calls professionally and efficiently.
• Respond to customer inquiries, resolve issues, and provide accurate information about products or services.
• Maintain a positive and helpful attitude in every interaction.
• Record details of customer interactions, transactions, comments, and complaints.
• Escalate complex issues to the appropriate department when needed.
• Follow up with customers to ensure issues are resolved to their satisfaction.
• Adhere to call center scripts, policies, and procedures.
• Achieve individual performance targets such as call handling time, quality, and customer satisfaction.
• Work collaboratively with team members to meet overall call center goals.
• Stay up to date with product knowledge and service updates.

Qualifications:

• Diploma or Bachelor's degree in Business, Communications, or a related field.
• 1–3 years of experience in a call center or customer service role.
• Proficient in English (verbal and written).
• Strong communication and problem-solving skills.
• Ability to handle pressure and multitask in a fast-paced environment.
• Customer-focused with a positive and professional demeanor.

Job Description:

The Call Center Agent plays a pivotal role in delivering exceptional customer service through effective communication and problem-solving skills. This entry-level position demands a proactive individual who can provide knowledgeable assistance and support to customers across various channels, including phone, email, and chat. The successful candidate will demonstrate strong interpersonal skills and an ability to de-escalate customer concerns effectively while adhering to company protocols and policies. A commitment to continuous learning and improvement is essential as the agent will participate in training sessions to enhance service delivery. The ideal candidate will foster a positive experience for customers by efficiently navigating systems and processes to resolve inquiries or issues in a timely and accurate manner.

Job Requirements:

• A minimum educational qualification of a diploma or bachelor's degree in a relevant field.
• Proven ability to work in a fast-paced environment while managing multiple customer interactions simultaneously.
• Demonstrated familiarity with customer service principles and practices, preferably through previous experience in a service-oriented role.
• Excellent verbal and written communication skills, with an emphasis on clarity, professionalism, and courtesy.
• Strong problem-solving skills and the ability to think on one's feet to address customer inquiries effectively.
• High level of empathy and patience when dealing with customer complaints or concerns.
• Capability in utilizing multiple software applications and customer relationship management (CRM) systems to track interactions and follow up on customer queries.
• Demonstrated willingness to learn and adapt to new processes and technologies as they are implemented within the organization.
• Experience with teamwork and collaboration in a professional setting, contributing positively to team dynamics.
• Availability to work flexible hours, including evenings, weekends, and holidays, as needed by business operations.

Job Responsibilities:

• Respond promptly and professionally to incoming customer inquiries across various communication channels including phone, email, and live chat.
• Accurately document and track customer interactions in the company's CRM system, ensuring all information is up-to-date for effective follow-up.
• Utilize active listening skills to understand customer issues, providing effective solutions that align with company policies.
• De-escalate demanding customer situations by employing conflict resolution techniques, ensuring customer satisfaction and retention.
• Participate in ongoing training and development sessions to enhance product knowledge and customer service skills.
• Collaborate with colleagues and management to share feedback on customer experiences and suggest improvements to service protocols.
• Maintain a strong understanding of company products and services to provide informed guidance to customers.
• Achieve and exceed individual performance metrics, including response times, resolution rates, and customer satisfaction scores.
• Remain informed on industry trends and best practices in customer service, applying this knowledge to improve personal performance.
• Uphold compliance with company policies and industry regulations during all customer interactions.

Required Skills:

• Excellent communication skills, both written and verbal, to convey information clearly and professionally.
• Strong customer focus with a commitment to ensuring a positive customer experience.
• Effective problem-solving abilities to identify solutions in high-pressure situations.
• Adaptability to changing environments and ability to learn new technologies quickly.
• Proficiency in using CRM software and other collaboration tools necessary for tracking and managing customer interactions.
• High level of empathy to understand customer concerns and provide appropriate responses.
• Ability to work collaboratively as part of a team while also being self-motivated to manage personal responsibilities.
• Strong organizational skills with attention to detail to ensure accuracy in documentation and task completion.
• Resilience and patience when handling difficult customer interactions.
• Time management skills to prioritize tasks effectively in a busy environment.

AlBorg Diagnostics is a prominent leader in the field of diagnostic health services, dedicated to providing exceptional care and precise results. We are looking for enthusiastic individuals to join our team as Call Center Agents.

In the role of a Call Center Agent, you will be the first point of contact for our clients, ensuring their inquiries are addressed and their experiences with us are positive. You will manage high volumes of inbound and outbound calls while delivering exceptional customer service.

If you have strong interpersonal skills, enjoy working in a team environment, and have a passion for helping others, we would love to hear from you

Responsibilities:

• Handle a high volume of inbound calls with professionalism and efficiency
• Provide precise information regarding diagnostic services and assist with appointment scheduling
• Resolve customer issues while following established procedures
• Document customer interactions accurately in our system
• Collaborate with team members to improve service quality and share knowledge
• Follow scripts and guidelines to ensure consistent communication
• Meet or exceed individual and team performance targets
• Maintain updated knowledge of our services, products, and industry trends

Requirements

• Previous experience in a call center or customer service role is an advantage
• Strong verbal and written communication skills
• Exceptional problem-solving abilities and attention to detail
• Able to multitask and prioritize responsibilities in a fast-paced environment
• Comfortable using various software applications and CRM systems
• Fluency in both English and Arabic is preferred
• Positive attitude and a commitment to excellent customer service
• Flexibility to work in various shifts, including nights and weekends