• To be aligned with the development and the implementation of Waad Academy strategy.

• Understanding, following and implementing the approved Waad Academy policies and procedures.

• Controlling and reporting records and documents in a professional manners.

• Delivering high standards of service to customers by making the most effective and efficient use of processes and system.

• Understanding and identifying the behaviour and the attitude of the customers.

• Ensuring that customers concerns and complaints are handled effectively, efficiently and in a timely manner.

• Identifying and anticipating the needs, requirements and expectations of the customers.

• Handling calls: handling incoming telephone calls is the main responsibility for care center agents. However, agent must also deal with customers who choose to contact call centers by text message, e-mail, web chat or instant messaging.

• Ensuring that customers receive a satisfactory and pleasant response.

• Calling back the customer for ensuring customer satisfaction.

• Developing reports, keeping records and performing a variety of other office tasks.

• Should have a good understanding of Waad Academy customers communications channels.

• Supporting and working closely with the marketing & enrolment office in all communications requirements.

• Coordinating with all Waad Academy members to achieve the overall assigned projects objectives.

• Performing any other duties that will be assigned by the direct manager.