Job Description
We are looking for a Senior Contact Center Representative. The ideal candidate is an excellent
communicator with outstanding organizational and coordination skills. Someone who
enjoys big challenges and who’s hungry to learn and grow. S/he must be devoted to
customer satisfaction and be naturally keen on delivering at high-quality standards. If
you have these great qualities and are looking to build something meaningful to the
community, we can’t wait to meet you!
About SOKNA:
At SOKNA, we work hard on making the end-of-life process peaceful for families and
honorable for their loved ones. We do this by providing funeral services that are
carefully planned and tailored to the family’s needs. From start to finish, our respectful
and professional teams handle everything and provide much-needed support to families
when they need it most.
Responsibilities:
● Handle calls and inquiries from families encountering loss. Efficiently present our
services and capture necessary information to make services’ arrangements
● Understand customers’ preferences and persuade them to select the most
suitable services that meet their needs
● Flawlessly coordinate the field teams and 3rd party vendors to deliver
outstanding quality services that meet our company’s high standards
● Meticulously follow the company’s process while thinking about how to
constantly improve it and propose optimizations
● Problem-solve issues on the fly or quickly escalate to management when
appropriate to ensure 100% customer satisfaction
● Use our internal platform to track and document the services we execute
and capture learnings we can use to enhance operations
● Consistently communicate and follow up with customers and family members
throughout the day of their loss and beyond
Qualifications:
● A Bachelor's degree with 3+ years of work experience
● Highly organized and detail oriented
● Process-driven with solid multi-tasking capabilities
● Effective communication skills with strong focus on customer satisfaction
● Excellent in spoken and written English and Arabic
● Experience within a Dispatch work environment is a plus
SOKNA's Benefits:
● Competitive salary and benefits
● Attractive performance-based bonus structure
● Full medical, dental and vision coverage
● Team-oriented and supportive work environment
● Opportunities for growth and professional development
● Quarterly team-building events and outings
