Contact Center Agent

Job description / Role

Responsibilities:
- Handle inbound and outbound calls, providing exceptional customer service.
- Respond to customer inquiries via email and social media in a timely and professional manner.
- Resolve customer issues and escalate cases when necessary to ensure satisfaction.
- Maintain accurate records of customer interactions in the company's CRM system.
- Collaborate with team members and other departments to improve customer support processes.
- Stay updated on company products, services, and policies to provide accurate information to customers.

- Strong English & Arabic language proficiency.
- Excellent communication skills, both written and verbal.
- Proficiency in using contact center software and CRM tools.
- Strong problem-solving skills and attention to detail.
- Ability to handle high-stress situations and manage multiple tasks simultaneously.
- Flexibility to work in a 24/7 shift environment.
- Minimum 1 year of past experience in customer service or technical support.
- Past experience with a Media Company.
- Past experience with Zendesk.

Unfortunately, due to the high number of responses we receive we are unable to provide feedback to all applicants. If you have not been contacted within 5-7 days, please assume that at this stage your application has been unsuccessful.

About the Company

MBC GROUP is the largest media company in the Middle East & North Africa region that enriches people’s lives through information, interaction and entertainment. In 2002, nearly a decade after the launch of MBC1 in London, in 1991, MBC GROUP moved its headquarters to Dubai Media City, United Arab Emirates.

Today, MBC GROUP includes over 17 leading TV channels: MBC1 (general family entertainment); MBC2 & MBC MAX (24-hour western movies); MBC3 (children’s edutainment with a mix of both local productions and western acquisitions); MBC4 (entertainment for young families with a female-focus); MBC ACTION (an indigenous adrenaline-packed channel targeting young males with local and homegrown productions); MBC VARIETY (Western films and general entertainment with uninterrupted broadcasting); MBC DRAMA (24/7 Arabic drama) & MBC+ DRAMA (a joint pay-TV channel between MBC and OSN); MBC PERSIA (general family entertainment dubbed and subtitled in Farsi); WANASAH (24-hour Arabic music channel); MBC MASR & MBC MASR2 (general family entertainment geared towards the Egyptian family); MBC BOLLYWOOD (delivering the freshest in Bollywood content geared towards the region via an Arabized interface); MBC USA (on “Dish Network” in the US); MBC IRAQ (a premium channel aimed at the entire Iraqi family), MBC5 (new satellite channel dedicated to the Maghreb); all of them benefit from MBC STUDIOS which produces the region’s most compelling premium content for cinema, television and on-demand platforms. MBC GROUP also includes two FM radio stations: MBC FM (Gulf music) and Panorama FM (contemporary Arabic hit music).

Furthermore, part of MBC GROUP is Shahid and its premium subscription-based service Shahid VIP, the world’s leading Arabic streaming platform, home to highly rated original productions from the Arab world, a wide range of exclusive movies and premieres, as well as the top watched live Arab TV channels.