Sr. Call Center Agent

**Date:** 2 Aug 2026 **Location:** KW **Company:** Alghanim Industries Long Description Job Summary Senior Call Center Agent is responsible for responding to customer calls and providing a positive, efficient customer experience and ensuring high customer satisfaction. Also, supporting the Team Leader in monitoring, coaching and training of the call center agents. Job Responsibilities * Support and provide superior service via phones, e\-mails and chat as a receiver and caller. * Use questioning and listening skills that support effective telephone communication. * Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects. * Understand the impact of attitude in handling calls professionally. * Effectively deal with job stress, angry callers, and upset customers. * Minimizing customers’ and Safat Home escalated complaints through providing professional service \& support for individual and B2B customers. * Ensure proper escalation to any unresolved complaint, to avoid any delay in progressing and resolving customers reported complaints. * Use the most appropriate way to communicate with different behavior types on the telephone. * Escalate cases that require intervention by Team Leaders or Supervisor. * Apply the elements of building positive rapport with different types of customers over the phone. * Apply the proper telephone etiquette to satisfy various customer situations. * Apply appropriate actions to effectively control a telephone call. * Identify voice skills and how to enhance a good telephone presentation. * Display ownership to additional tasks as demanded by superiors and meet commitment to customers. * Display Time flexibility towards shifts as per work floor requirements. * Handling escalations cases and angry customers calls. * Responsible for leading the shift during team leader absence. * Responsible for new Call Center Agent training. * Handling the back office tasks (Departments communications, Suppliers communications) Candidate Requirements * Must possess excellent communications skill, proven problem solving and analysis skills. * A good knowledge of Electronic devices and related technology. * Minimum one year of related experience in the field of (Call center, Customer care, Customer service, Telemarketing/Telesales). * Need a good understanding of Productivity software (Windows OS, Spreadsheets, MS\-office). * Good command in English / Arabic Language. * “Preferable”. Technical literature and Technology oriented to talk at the right level with customers. Education