Call Center Agent

• Answer calls using professional telephone etiquette.
• Transfer or direct calls to the party the caller requests or determine where the caller should be directed, based
on information about the purpose of the call.
• Answer basic questions for callers who don't need to be transferred to another extension, such as directions to
the KAMC, departmental contact or other information.
• Keep track of inbound calls, calls waiting, abandonment rate, etc.
• Update the Call Center E-Services, including the uploading of On-Call list and Non-Answer of Pager calls.
• Escalate complicated calls to immediate superiors (as per established procedures).
• Respond and deal with all emergency procedures, such as Disaster, Code Green, CCRT, Trauma Red, Blue, and
other types of codes.
• Assist in orienting and training new junior staff.
• Perform other job related duties.

• Work-stream leads
• Involved in internal and external disciplines/calls
• Carry out detailed instructions
• Respond appropriately to supervision, coworkers and work situations
• The ability to sustain an ordinary routine without special supervision
j• Extensive use of telephone headset
• Coverage during emergencies, disasters, other unplanned unprecedented occasions
• Occasional overtime, on call, weekend, holidays work might be required
• Safe Practices related to PPE (Personal Protection Equipment)
• Operating in safe manner to reduce risk of injuries

• Pleasant phone demeanor
• Good customer service
• Proficient in relevant computer applications
• Good data entry and typing skills
• Listening skills

SCDP-Saudi Career Development Training Program – Essential

English Language Level– II – Essential

High school or Diploma