Call Center Agent

5 days ago

Doha, Qatar SWATX Full time

**Customer Support**: Managing incoming calls, addressing customer inquiries, and providing accurate information regarding products and services. The agent should listen to customers actively and offer solutions based on their needs.

**Issue Resolution**: Identifying and resolving customer complaints efficiently and effectively while maintaining a positive customer experience.

**Data Entry and Documentation**: Recording and documenting interactions accurately in the customer relationship management (CRM) system for follow-up and quality assurance purposes.

**Product Knowledge**: Maintaining up-to-date knowledge of product offerings, policies, and procedures to provide accurate and relevant support to customers.

**Collaboration**: Working with team members and other departments to ensure seamless service delivery and escalate issues as needed to ensure customer satisfaction.

**Performance Metrics**: Meeting or exceeding daily, weekly, and monthly performance goals and targets related to calls handled, customer satisfaction, and first call resolution rates.

**Requirements**:

- High school diploma or equivalent is required; a degree in a related field is a plus.
- Prior experience in a customer service or call center role is preferred.
- Strong communication skills, both verbal and written.
- Ability to handle stressful situations and manage customer expectations effectively.
- Proficient in using computer systems and CRM software.
- Fluency in Arabic is preferred; knowledge of English is an advantage.

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