Company Description Extensya is a specialist in contact management solutions and business process outsourcing, operating a network of fully equipped contact centers in Jordan, KSA, Iraq, and other global locations. Established in 2008, the company has built strong operational and technical infrastructure to support diverse clients across the Middle East, USA, Europe, and the Indian sub-continent. Extensya continues to expand its service offerings to provide a comprehensive range of contact management and business support services. The company is pursuing regional growth through a multi-country delivery model, opening additional centers to better serve a wider spectrum of customer needs. Extensya positions itself as a smart extension of its partners, integrating seamlessly into their operations to enhance performance and business excellence.
Role Description The Call Center Specialist is a full-time, on-site role based in Riyadh. The specialist will handle inbound and outbound calls, respond to customer inquiries, provide accurate information, and resolve issues in a timely and professional manner. Day-to-day tasks include documenting interactions in the system, following established processes and scripts, and escalating complex cases when needed. The role involves working with contact center technologies, adhering to performance and quality metrics, and collaborating with team members and supervisors to ensure service standards are met. The specialist will represent Extensya’s commitment to efficient, courteous, and solution-oriented customer communication.
Qualifications
Strong Customer Support and Customer Service skills, with a focus on empathy, patience, and problem-solving. Effective Communication abilities, including clear verbal expression, active listening, and professional phone etiquette. Experience or familiarity with Contact Centers, including call handling procedures, queue management, and performance targets. Solid Computer Literacy, including the use of CRM systems, call center software, email, and basic office applications. Ability to work on-site in Riyadh and adapt to shift-based schedules when required. Previous experience in a call center or customer-facing role is preferred. Proficiency in Arabic and English will be considered an advantage. High school diploma or equivalent; a post-secondary qualification in business, communications, or a related field is a plus.