- Manage large amounts of inbound and outbound calls in a timely manner
- Follow communication “scripts” when handling different topics
- Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
- Seize opportunities to upsell products when they arise
- Build sustainable relationships and engage customers by taking the extra mile
- Keep records of all conversations in our call center database in a comprehensible way
- Frequently attend educational seminars to improve knowledge and performance level
- Meet personal/team qualitative and quantitative targets
Job Types: Full-time, Permanent
Pay: QAR4,500.00 – QAR5,000.00 per month
Ability to commute/relocate:
- Doha: Reliably commute or planning to relocate before starting work (Required)
License/Certification:
- QID (Required)
- NOC and Resignation Letter (Required)
In a call center, employees (often referred to as call center agents or representatives) have a variety of responsibilities focused on customer service and support. Here’s an overview of the key duties typically associated with call center roles:
Core Duties of a Call Center Agent:
- Handle Inbound and Outbound Calls: Answer incoming calls from customers or make outgoing calls as needed. This involves addressing inquiries, providing information, and resolving issues.
- Provide Customer Support: Assist customers by answering questions, solving problems, and providing solutions related to products or services.
- Document Interactions: Accurately record details of customer interactions, including issues discussed, resolutions provided, and follow-up actions required, in the call center’s CRM system or database.
- Follow Scripts and Procedures: Adhere to established scripts, guidelines, and procedures to ensure consistent and accurate responses while maintaining a professional demeanor.
- Resolve Complaints: Handle customer complaints effectively by listening to their concerns, empathizing with their situation, and taking appropriate steps to address and resolve issues.
- Process Transactions: Manage transactions such as processing orders, handling returns or exchanges, and updating customer information as required.
- Provide Product or Service Information: Educate customers about products or services, including features, benefits, and usage instructions, to enhance their understanding and satisfaction.
- Upsell or Cross-Sell: Identify opportunities to offer additional products or services that may benefit the customer, based on their needs and interests.
- Maintain Quality Standards: Ensure that interactions meet quality standards set by the organization, including adherence to performance metrics and customer satisfaction goals.
- Manage Call Volumes: Handle a high volume of calls efficiently while maintaining a high level of customer service and attention to detail.
- Escalate Issues: Recognize when an issue requires escalation to a supervisor or specialist and follow the appropriate procedures for escalation.
- Stay Informed: Keep up-to-date with product updates, company policies, and industry trends to provide accurate and current information to customers.
- Use Technology Effectively: Utilize call center software and tools effectively, including phone systems, CRM software, and knowledge bases, to assist with customer interactions.
- Provide Feedback: Offer feedback to management about recurring issues or potential improvements in processes or systems based on customer interactions.
Key Skills and Qualities:
- Excellent Communication Skills: Clear, concise, and effective verbal communication is essential for interacting with customers and addressing their needs.
- Active Listening: The ability to listen carefully to customers, understand their concerns, and respond appropriately.
- Problem-Solving Skills: Ability to analyze situations, identify solutions, and make decisions to resolve customer issues.
- Empathy and Patience: Demonstrating understanding and patience with customers, especially when dealing with difficult or emotional situations.
- Attention to Detail: Accuracy in handling customer information, processing transactions, and documenting interactions.
- Time Management: Efficiently managing time to handle a high volume of calls while maintaining quality service.
- Adaptability: Flexibility to handle varying customer needs and adapt to changes in processes, policies, or technology.
- Teamwork: Ability to work effectively with colleagues and supervisors to achieve common goals and support overall team performance.
Call center agents play a crucial role in shaping the customer experience and ensuring customer satisfaction through effective communication and problem resolution.
