Full job description
Job Summary: We are seeking a highly motivated and customer-focused Call Center Representative to join our dynamic team. The successful candidate will be responsible for handling inbound and outbound calls, addressing customer inquiries, resolving issues, and providing exceptional service to ensure customer satisfaction.
Key Responsibilities:
- Customer Interaction: Handle a high volume of inbound and outbound calls in a professional and courteous manner.
- Issue Resolution: Resolve customer complaints and issues efficiently, providing accurate information and solutions.
- Product Knowledge: Maintain a deep understanding of the company’s products, services, and policies to effectively assist customers.
- Data Entry: Accurately enter and update customer information in the company’s database.
- Problem Solving: Identify and escalate priority issues to the appropriate channels and follow up on customer calls as needed.
- Sales Support: Upsell products and services where appropriate, meeting or exceeding sales targets.
- Quality Assurance: Adhere to all company policies and procedures, including quality assurance guidelines and compliance standards.
- Documentation: Document all call information according to standard operating procedures, ensuring clear and concise records.
- Team Collaboration: Collaborate with team members and other departments to improve customer service and achieve company goals.
- Training Participation: Participate in ongoing training and development programs to stay updated on product knowledge and customer service skills.
Qualifications:
- Education: High school diploma or equivalent; additional education or relevant certifications (e.g., customer service certification) are a plus.
- Experience: Previous experience in a call center or customer service role is preferred.
- Skills:
- Excellent verbal and written communication skills.
- Strong problem-solving abilities.
- Proficient in relevant computer applications.
- Ability to handle stressful situations calmly and effectively.
- Strong organizational and multitasking skills.
- Attitude: Positive attitude, patient, and empathetic towards customers.
- Availability: Flexibility to work various shifts, including evenings, weekends, and holidays as needed.
Job Type: Full-time
Pay: QAR5,000.00 – QAR6,000.00 per month
Application Question(s):
- Are you available to join immediately?
Education:
- Bachelor’s (Required)
Experience:
- Call Center: 2 years (Required)
Language:
- Arabic Fluently (Preferred)
License/Certification:
- Qatar ID (Required)
The duties of a call center typically include:
- Customer Service: Assisting customers with inquiries, issues, or complaints about products or services. This involves providing information, troubleshooting problems, and resolving conflicts to ensure customer satisfaction.
- Inbound Calls: Receiving incoming calls from customers or clients. This can involve handling general inquiries, processing orders, providing technical support, or addressing billing concerns.
- Outbound Calls: Making outgoing calls to customers or clients for various purposes such as sales, surveys, appointment reminders, follow-ups, or collections.
- Problem Resolution: Resolving issues or conflicts that customers encounter, ensuring that their concerns are addressed effectively and efficiently.
- Data Entry: Updating customer information, recording call details, and entering data into the company’s database or customer relationship management (CRM) system.
- Quality Assurance: Ensuring that calls meet quality standards set by the company, which may involve adherence to scripts, proper etiquette, accuracy of information provided, and compliance with company policies and procedures.
- Product Knowledge: Maintaining a thorough understanding of the products or services offered by the company to effectively assist customers and answer inquiries.
- Training and Development: Participating in ongoing training sessions to enhance communication skills, product knowledge, and customer service techniques.
- Performance Metrics: Meeting or exceeding performance metrics such as call handling time, customer satisfaction ratings, first call resolution rate, and sales targets.
- Team Collaboration: Collaborating with colleagues, supervisors, and other departments within the organization to address customer needs and improve overall service delivery.
- Adaptability: Being flexible and able to handle different types of calls and customer situations effectively, while maintaining professionalism and empathy.
- Compliance: Adhering to relevant laws, regulations, and company policies, especially concerning customer privacy, data protection, and telemarketing practices.
These duties may vary depending on the specific type of call center (e.g., inbound, outbound, sales, technical support) and the industry it serves.
