Call Centre Agents

1 week ago

Doha, Baladīyat ad Dawḩah, Qatar Madre Integrated Engineering Full time
Job Title: Call Centre Agent
Location: Qatar
Employment Type: [Full-Time]
Reports To: Call Centre Supervisor / Team Leader
Job Summary:
The Call Centre Agent will be responsible for handling inbound and outbound customer calls, addressing customer inquiries, providing solutions, and ensuring a high level of customer satisfaction. The role requires effective communication skills, problem-solving abilities, and the capability to work in a fast-paced environment.

Key Responsibilities:

  • Handle incoming calls from customers and respond to inquiries promptly and professionally.

  • Make outbound calls for follow-ups, customer feedback, or promotional activities, as required.

  • Maintain accurate records of customer interactions, transactions, comments, and complaints.

  • Resolve customer issues effectively or escalate to the appropriate department when necessary.

  • Provide information about products, services, policies, and procedures to customers.

  • Meet individual and team performance targets, including call handling time, resolution rates, and customer satisfaction metrics.

  • Adhere to company policies, procedures, and quality standards.

  • Collaborate with team members to improve service delivery and contribute to process improvements.

Qualifications & Skills:

  • Minimum high school diploma; a bachelor's degree is preferred.

  • Previous experience in a call centre or customer service role is an advantage.

  • Excellent verbal and written communication skills in English; knowledge of Arabic is a plus.

  • Strong problem-solving and interpersonal skills.

  • Ability to work under pressure and handle challenging situations with professionalism.

  • Proficient in using computers, call centre software, and CRM systems.

Working Conditions:

  • Shift-based work, including weekends and public holidays if required.

  • Office-based role with occasional training or team meetings.

Benefits:

  • Competitive salary and performance-based incentives.

  • Health insurance and other statutory benefits as per Qatari labor law.

  • Professional development and training opportunities.



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