Call Center Agent

Role Purpose

We are seeking a customer-focused and professional Call Center Agent to handle inbound and outbound customer interactions. The ideal candidate will be responsible for providing exceptional customer service, resolving inquiries efficiently, and maintaining high customer satisfaction while adhering to company policies and service standards.

Key Responsibilities

• Handle inbound and outbound customer calls in a professional and courteous manner.
• Respond to customer inquiries, complaints, and service requests promptly and accurately.
• Provide information about products, services, promotions, and company policies.
• Resolve customer issues at the first point of contact whenever possible and escalate complex cases to the appropriate department.
• Accurately document customer interactions in the CRM system.
• Follow up with customers regarding pending requests or issue resolution.
• Meet individual and team KPIs, including quality, productivity, customer satisfaction, and service levels.
• Maintain confidentiality of customer information and comply with company policies.
• Stay updated on products, services, and process changes through regular training.
• Collaborate with internal teams to ensure seamless customer support.

Qualifications

• Bachelor's Degree or Diploma in any discipline.
• 1–3 years of experience in a Call Center, Customer Service, or Customer Support role.
• Fresh graduates with excellent communication skills may also be considered.

Skills & Competencies

• Excellent verbal and written communication skills in English.
• Arabic language proficiency is an added advantage.
• Strong customer service orientation and interpersonal skills.
• Ability to handle difficult customers calmly and professionally.
• Good problem-solving and conflict-resolution skills.
• Basic computer proficiency, including Microsoft Office and CRM applications.
• Ability to multitask and work efficiently in a fast-paced environment.
• Strong listening, organizational, and time-management skills.
• Willingness to work rotational shifts, weekends, and public holidays as required.

Preferred Experience

• Experience in a BPO, telecom, banking, healthcare, retail, or service industry.
• Familiarity with CRM systems such as Salesforce, Zendesk, Freshdesk, or similar platforms.
• Experience handling both inbound and outbound customer interactions.

Pay: QAR1,500.00 - QAR2,500.00 per month

Work Location: In person