Job Title: Call Center Agent (13) (Yemen - Mukalla).
Organization: MOSNAD platform
Duty Station: (Yemen - Mukalla).
Reports to: Client  

About MOSNAD 

MOSNAD is a leading talent marketplace dedicated to connecting MENA companies with highly skilled and thoroughly vetted Yemeni tech professionals. We leverage our extensive network and expertise to source top talent across Yemen, ensuring a seamless and efficient recruitment process for our clients. 

About Our Client: 

is a leading Saudi platform in PropTech industry, specializing in booking of luxury residential units. The platform offers seamless and sophisticated services through advanced mobile and web applications, redefining the residential experience with a focus on privacy, comfort, and excellence looking for a bilingual, customer-focused call center specialist fluent in English and the Saudi dialect, with proven expertise in handling customer inquiries and resolving complaints efficiently. Adept at delivering exceptional service experiences, managing high-pressure situations, and utilizing call centers systems and live chat tools to ensure providing unique customer service. 

Key Responsibilities: 

1.    Answer incoming calls and respond to customer inquiries related to services or products provided.
2.    Handle customer complaints professionally and efficiently, working to resolve issues promptly to ensure customer satisfaction.
3.    Guide and assist customers in processes such as booking, modifications, cancellations, or order tracking.
4.    Maintain a polite and professional tone while communicating with customers, whether via phone, email, or live chat.
5.    Managing guest accounts, including processing refunds when necessary.
6.    Redirect calls to the relevant department (such as finance, technical support, or sales) when necessary.
7.    Record notes related to each call or support ticket in the system for follow-up and reference.
8.    Follow the company’s customer service policies and quality standards to ensure the delivery of exceptional customer experiences.

Essential Qualifications:  

• Fluency in Saudi Arabic dialect and/or English language. (essentially required).

Preferred Qualifications:  

Experience:

• 1+ year of experience in a customer service or call center role.
• Proven experience in handling customer inquiries, complaints, and service-related issues.
• Familiarity with CRM systems and call management software.
• Experience in redirecting calls to appropriate departments (e.g., finance, technical support).

Personal Attributes:

• Friendly, patient, and empathetic with a passion for helping customers.
• Strong organizational skills and the ability to prioritize tasks.
• Ability to stay calm and professional in stressful situations.
• Proactive, self-motivated, and capable of working independently or in a team environment.
• Comfortable working in a dynamic, fast-paced environment while maintaining a focus on customer satisfaction.