وكيل تغطية / أخصائي دعم عمليات

Role Overview

A flexible, cross-account support agent who covers different client accounts during annual leave, peak volumes, or emergencies. The role provides internal coverage for both Customer Service and Virtual Assistance.

Core Responsibilities

• Handle multichannel support, including calls, sales, SMS, emails, and administrative tasks as needed

• Rapidly adapt and cover different accounts depending on daily business needs

• Maintain up-to-date knowledge of changing processes, scripts, and SOP updates across client accounts

Requirements

• Shift & Weekend Flexibility: full willingness to work rotational shifts, weekends, and short-notice emergency shifts

• Language Proficiency: excellent / fluent English, both written and verbal

• Sales & Call Experience: proven sales experience and the ability to handle high call volumes (up to 150 calls per day)

• Technical Speed: passed typing speed test (45+ WPM recommended)

• Agility & Mindset: quick learner, high context-switching ability, and a proactive team player

• Proficiency in Excel and Google Sheets

• Experience using Slack and team communication tools

• Knowledge of various CRM platforms and AI tools to enhance productivity

• Comfortable moving seamlessly between different client workflows and systems