Call Center Agent

5 hours ago

Doha, Baladīyat ad Dawḩah, Qatar Madre Integrated Engineering Full time

We are seeking professional and customer-focused
Call Center Agents
to support a
Call Center operation
. Agents will serve as the primary point of contact for customers across multiple communication channels, providing accurate information, handling service requests, and ensuring high levels of customer satisfaction in line with organizational values and service standards.

Key Responsibilities:

Customer Interaction

  • Handle inbound and outbound customer interactions via
    phone calls, emails, WhatsApp, mobile applications, and website inquiries
    .
  • Respond professionally to customer requests, enquiries, reports, complaints, and suggestions.
  • Communicate clearly and effectively in
    Arabic and English
    (minimum requirement).
  • Maintain a customer-centric approach in all interactions.

Call & Case Management

  • Log, classify, and manage customer tickets accurately within the CRM system.
  • Ensure proper documentation of customer interactions and follow-ups.
  • Coordinate with internal departments to ensure timely resolution of customer issues.
  • Escalate unresolved or critical issues according to defined procedures.

Call Types Handling

  • Service Requests: Log and track requests to ensure appropriate handling by relevant teams.
  • Enquiries: Provide accurate information; log tickets when further support is required.
  • Reports: Record incidents and ensure they are directed for action.
  • Complaints: Register and follow up on complaints until resolution.
  • Suggestions
    :
    Document customer feedback and forward it for review and analysis.

Quality & Compliance

  • Adhere to approved communication standards and quality frameworks.
  • Ensure compliance with applicable policies, regulations, and confidentiality requirements.
  • Participate in quality monitoring, coaching sessions, and performance evaluations.
  • Address quality feedback and corrective actions promptly.

Systems & Tools

  • Use call center and customer management systems efficiently, including:
  • Contact Center Solutions (ACD, IVR, CTI)
  • CRM systems
  • Service application platforms
  • Reporting and dashboard tools

Qualifications & Experience:

  • Bachelor's degree or diploma in Business Administration, Communications, or a related field.
  • Previous experience in a call center or customer service role is preferred.
  • Experience working in a call center environment.
  • Excellent verbal and written communication skills to interact clearly and professionally with customers.
  • Multitasking, attention to detail, and time management.

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