Contact Center Agent

Who Are We

HALA is a leading fintech player in the MENAP region that aims to redefine financial services and build the future bank of SMEs. HALA aims at empowering SMEs to start, run, and grow their businesses by providing them with cutting-edge financial and technological tools.

HALA currently holds multiple entities in UAE, Saudi Arabia and Egypt (including HALA Payments and HALA Logistics) and offers solutions that enable merchants to digitize their payments as well as manage their sales and operations.

Founded in 2017, HALA is currently licensed by the Saudi Arabian Central Bank.

Job Summary
We are seeking a highly motivated and customer-oriented Contact Center Agent to join our team. The agent will be the first point of contact for customers, handling inquiries, complaints, and requests across multiple communication channels (phone, email, chat, or social media). The role requires strong communication skills, problem-solving ability, and a commitment to delivering excellent customer experiences.   Key Responsibilities

• Handle inbound and outbound customer interactions promptly and professionally.
• Respond to customer inquiries, provide accurate information, and resolve issues in a timely manner.
• Log all customer interactions and transactions in the system, ensuring data accuracy.
• Escalate complex issues to supervisors or specialized teams when necessary.
• Follow company policies, procedures, and scripts to ensure consistent service quality.
• Meet or exceed individual and team KPIs (e.g., call handling time, first call resolution, customer satisfaction).
• Provide feedback and suggestions to improve processes, customer experience, and efficiency.
• Maintain confidentiality of customer information and company data.

Qualifications & Skills

• High school diploma or bachelor’s degree.
• Proven experience in a customer service or contact center environment (6 months to 1 year).
• Strong verbal and written communication skills. (Arabic & English).
• Ability to remain calm and professional under pressure.
• Proficiency in basic computer applications (CRM systems, MS Office, ticketing tools).
• Multitasking, time management, and organizational skills.
• Flexibility to work shifts, weekends, and holidays as needed.
• Bilingual skills (Arabic/English or other languages)

Competencies

• Customer-focused mindset.
• Active listening and empathy.
• Problem-solving and decision-making.
• Teamwork and adaptability.
• Positive attitude and resilience.

Work Conditions

• Contact center environment (on-site, hybrid, or remote depending on business needs).
• Shift-based work schedule, including evenings, weekends, and holidays.
• Performance-based incentives may apply.

 

What We Offer You
We believe you will love working at HALA!

• We have an inclusive and diverse culture that encourages innovation and flexibility in remote, in-office, and hybrid work setups.
• We offer highly competitive compensation packages, including the potential for shares.
• We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.
• Join a talented team of over 30 nationalities working in 7 countries and gain valuable experience in an exciting industry.
• We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.
• You will be given a lot of responsibility and trust. We believe that the best results come when the people responsible for a function are given the freedom to do what they think is best.

  If you think you have what it takes to join a remarkable team #apply_now