Contact Center Agent
23 hours ago
**We are looking to hire a qualified Contact Center Agent to join our dynamic team.**
- Be responsible for managing all operational aspects of team members involved in the delivery of front-end or contact center customer service, including customer service agents & work schedules.
- Take ownership for resolving customer inquiries and complaints promptly and efficiently, providing a solution in accordance with agreed company processes and procedures, and following up where necessary to ensure the customer journey is managed well.
- Work on a 24/7 shift pattern as and when required (Ladies will be exempt from overnight shifts).
- Provide concise, accurate, complete, and informative responses to the customer.
- Recognize where customer issues require escalation and follow the escalation procedure.
- Follow pre-agreed troubleshooting processes, scripts, and call guides as directed by Mowasalat Karrwa to ensure correct diagnosis and appropriate resolution.
- Accurately record customer information manually and using Customer Management Software or its equivalent, relevant to the resolution of the customer inquiry or issue.
- Maintain an up-to-date level of service and procedural knowledge and proactively seek out information where required.
- Contribute positively towards the achievement of performance targets in all aspects of the team’s activities
- Maintain target levels of productivity and performance, as outlined by the supervisor, in relation to the performance metrics, e.g. Quality scores, Attendance and Punctuality, Resolution Rate, and others, as agreed.
- Undertake duties of a general nature, or additional tasks, as may be required from time to time by their Team Leader.
- Feedback any trends noticed from customer calls to their Team Leader, as they are noticed
**Job Type**: Temporary
**Salary**: QAR5,000.00 - QAR6,000.00 per month
Ability to commute/relocate:
- Doha: Reliably commute or planning to relocate before starting work (required)
**Experience**:
- Contact Center Agent: 2 years (required)
**Language**:
- Arabic (required)
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