Contact Center Representative – Amman

About the role

We are seeking a motivated Contact Center Representative to join our team in Amman. In this role you will handle inbound customer calls and inquiries, provide product and service information, and work towards achieving key performance indicators while ensuring high customer satisfaction.

Key responsibilities

• Answer customer calls professionally, managing call load and queue efficiently.
• Clarify customer needs, forward requests to relevant departments, and advise on Umniah’s product portfolio.
• Provide updates on issue progress when resolutions cannot be completed during the call.
• Promote self‑service channels such as IVR, social media, the Umniah app, and website.
• Accurately record call type, customer data, and tracking information.
• Resolve or appropriately escalate complaints to ensure satisfaction.
• Escalate mass or critical issues to call‑center management for root‑cause resolution.
• Identify opportunities to upsell or cross‑sell Umniah services.
• Inform customers about scheduled system downtimes.

Required profile

• Bachelor’s degree in Business Administration or a related field.
• 0–2 years of basic experience in a customer‑service or call‑center environment.
• Residency in Amman.

Required skills