As a Bilingual Call Center Agent, your primary role will be to assist customers by managing both inbound and outbound calls. You will be responsible for order processing, customer inquiries, and coordinating between the store, central kitchen, and delivery drivers to ensure smooth operations. This position requires excellent communication skills in both Arabic and English, as well as the ability to handle multiple tasks efficiently.

If you thrive in a customer service environment, have a problem-solving attitude, and enjoy being a key part of a team, this role offers great potential for growth within the company. You will be expected to work in both morning and evening shifts, with rotation schedules based on business needs.

Responsibilities

As a Call Center Agent, you will handle a variety of tasks, including:

Managing Customer Orders:
- Booking orders through the Point of Sale (POS) system or online ordering system (ERP).
- Ensuring the accuracy of orders placed, verifying details, and confirming information with customers as needed.
Handling Customer Inquiries:
- Receiving inbound calls from customers to answer questions and address any concerns or issues they may have.
- Providing assistance with order status, delivery times, and resolving problems efficiently.
Making Outbound Calls:
- Calling customers to follow up on orders, confirming delivery details, or addressing issues such as delays or missing items.
- Promoting services or offering solutions to improve customer satisfaction.
Coordinating with Other Teams:
- Communicating and coordinating with store staff to ensure orders are processed on time and correctly.
- Following up with the central kitchen to ensure food preparation aligns with order requirements.
- Working with delivery drivers to track the delivery status and resolve any issues during transit.
Reporting and Documentation:
- Maintaining accurate records of order-related issues.
- Creating reports related to order cancellations, delays, missing items, wrong orders, and cold food deliveries.
- Ensuring that all reports are submitted on time for further analysis and improvement.
Customer Problem Resolution:
- Ensuring that all customer complaints are handled professionally, with clear communication, and timely resolutions.
- Tracking customer satisfaction, addressing complaints, and finding solutions to minimize repeat issues.
Adapting to Business Requirements:
- Adjusting shift schedules as per the business requirements to ensure full coverage during peak hours.
Other Supportive Tasks:
- Performing additional administrative tasks and providing support to other departments as required.

Qualifications

To be considered for the Bilingual Call Center Agent position, you must meet the following qualifications:

Fluency in Arabic and English:
Strong written and spoken skills in both Arabic and English are essential for this role, as you will be handling customers from diverse backgrounds.
Customer Service Experience:
Previous experience in call center operations or customer service is preferred. You should be comfortable working with customers and addressing their needs with professionalism and efficiency.
Communication Skills:
You must have excellent telephone etiquette, be able to maintain a friendly and positive tone, and listen actively to customer needs.
Problem-Solving Skills:
A proactive approach to problem resolution is crucial. The ability to handle challenges effectively and quickly will be key to your success.
Tech-Savvy:
Basic computer skills are required, as you will be using systems like POS, ERP, and order management software. Experience with order management systems is a plus.
Visa Requirements:
This role is available to candidates who hold a Visa 18 (Ahli Visa) in Kuwait. Immediate joiners are preferred.
Shift Flexibility:
Willingness to work in morning and evening shifts on a rotational basis as per business needs.

Benefits

The position offers several benefits, making it a rewarding job for the right candidate:

Competitive Salary:
A competitive monthly salary with performance-related incentives will be offered.
Full-Time Employment:
This is a full-time position that provides job security and the chance for long-term career growth within the company.
Shift Rotation:
You will be part of a shift rotation system, which provides flexibility in working hours. The company ensures that shifts are distributed fairly to meet business needs.
Visa Support:
If you are a Visa 18 holder in Kuwait, the company offers the required visa support for this position.
Work Environment:
The company fosters a supportive work environment, where your contributions are valued, and there are opportunities for professional development and training.
Location:
The role is based in Kuwait City, making it convenient for those living locally.

Applying Guide

To apply for this Bilingual Call Center Agent position, please follow these steps:

Prepare Your CV:
Update your CV to highlight your relevant customer service experience, especially any experience with call center work. Ensure your language proficiency in Arabic and English is clear.
Submit Your Application:
Send your CV to the company’s email at kuwaitjobseekers300@gmail.com or WhatsApp it to +965 60426037. Be sure to include your availability and any relevant qualifications.
Wait for a Response:
After submitting your CV, the hiring team will review your application and contact you for further steps if you meet the required qualifications.
Prepare for an Interview:
If shortlisted, you will be invited for an interview. Be ready to discuss your customer service experience, your ability to handle inbound and outbound calls, and your problem-solving skills.
Start Your Job:
Once hired, you will receive training on company processes and systems. You will then begin working as a full-time Bilingual Call Center Agent.

Frequently Asked Questions (FAQs)

1. What languages are required for this role?
Fluency in both Arabic and English is required as you will be communicating with customers in both languages.

2. What is the working schedule?
You will work a 9-hour shift with a rotating schedule, which may include morning or evening shifts based on business needs.

3. How do I apply for this position?
You can apply by sending your CV via email to kuwaitjobseekers300@gmail.com or WhatsApp it to +965 60426037.

4. Do I need experience in a call center?
While previous call center experience is preferred, candidates with customer service experience will also be considered.

5. Is this a full-time position?
Yes, this is a full-time role with potential for growth within the company.

6. What is the visa requirement for this job?
Candidates must hold a Visa 18 (Ahli Visa) in Kuwait.