Contact Center Officer
by Ad Ports Group in Logistics & Supply Chain
The Contact Center Officer is responsible for delivering high-quality, professional, and consistent customer support services across all customer interaction channels within a 24/7 shift-based operational environment. The role supports AD Ports Group's commitment to customer excellence by managing customer interactions through inbound and outbound calls, emails, online chat, webforms, WhatsApp, digital platforms, and other communication channels available within the Contact Center ecosystem. The position serves as a primary point of contact for customers, ensuring efficient handling of inquiries, requests, complaints, feedback, service-related concerns, and all case types while maintaining the highest standards of customer experience, service quality, professionalism, confidentiality, and regulatory compliance. The Contact Center Officer is responsible for identifying customer requirements, clarifying information, researching issues, providing accurate information, recommending solutions, and ensuring customer concerns are resolved in accordance with approved procedures, service recovery guidelines, scripts, and customer experience standards. The role requires effective management of customer cases through CRM systems and related databases, including case logging, tracking, updating, monitoring, escalation, resolution, documentation, and closure within established Service Level Agreements (SLAs). The position leverages AI-enabled customer service technologies and automation tools including chatbots, virtual assistants, smart routing solutions, auto-suggestions, knowledge base recommendations, sentiment analysis tools, and case categorization systems to improve efficiency, response accuracy, service consistency, and customer satisfaction while maintaining human oversight, validation, and professional judgment. The Contact Center Officer manages high volumes of omni-channel customer interactions, performs outbound calls, follow-ups, call-backs, customer surveys, awareness campaigns, and service-related communications as assigned. The role requires maintaining current knowledge of company services, policies, procedures, operational systems, customer service processes, and fleet information to provide accurate and timely responses. The position works closely with internal departments, focal points, management teams, and operational stakeholders to facilitate case resolution, ensure information accuracy, and deliver seamless customer experiences. Responsibilities also include ensuring strict compliance with data privacy regulations, information security requirements, quality standards, customer confidentiality obligations, and corporate governance policies. The Contact Center Officer contributes to customer service initiatives, customer experience improvement projects, process enhancement activities, quality assurance programs, operational excellence initiatives, and customer satisfaction objectives while demonstrating flexibility to work day shifts, night shifts, weekends, and public holidays as part of a continuous 24/7 customer service operation. The role requires previous customer support or contact center experience, proficiency in CRM systems, familiarity with AI-enabled customer service technologies, strong verbal and written communication abilities in English and Arabic, active listening skills, customer service expertise, case management capabilities, and the ability to operate effectively in a dynamic customer-focused environment.