Full job description
Elite Medical Center- Qatar is looking for the following candidate/s;
1. Call Center Agent
Candidates who are available to join immediately preferred.
Applicants must be locally available with a valid QID
Salary will be discussed during interview
Interested Candidates ; please share your updated CV with photo attached to [email protected]
Job Types: Full-time, Contract
The duties of call center agents or representatives typically involve handling incoming and outgoing calls from customers or clients on behalf of a company or organization. Call centers serve various purposes, such as customer support, sales, technical assistance, and more. Here are the key duties and responsibilities of call center agents:
- Answering Inbound Calls: Responding to incoming calls from customers seeking assistance, information, or support. Call center agents greet callers professionally, listen actively to their inquiries or concerns, and provide accurate and timely responses.
- Making Outbound Calls: Initiating outbound calls to customers for purposes such as follow-up on inquiries, surveys, sales pitches, appointment reminders, or collection of feedback.
- Handling Customer Inquiries: Addressing customer questions, concerns, and complaints effectively and professionally. Call center agents may troubleshoot issues, provide product information, process orders, or escalate complex problems to appropriate departments.
- Providing Customer Support: Offering assistance and troubleshooting guidance to resolve technical issues, service disruptions, or product malfunctions. Call center agents follow standard operating procedures and utilize knowledge bases or scripts as necessary.
- Processing Transactions: Assisting customers with transactions, such as placing orders, processing payments, updating account information, or issuing refunds. Call center agents ensure accuracy and security in handling sensitive financial or personal information.
- Maintaining Records: Documenting call details, customer interactions, inquiries, and actions taken using CRM (Customer Relationship Management) systems or other designated software. Call center agents maintain accurate and organized records for future reference.
- Meeting Service Level Agreements (SLAs): Adhering to performance metrics and targets set by the call center management, such as average handling time (AHT), first call resolution (FCR), and customer satisfaction scores (CSAT).
- Upselling or Cross-selling: Identifying opportunities to promote additional products or services to customers based on their needs or interests. Call center agents may initiate sales pitches or recommend upgrades to enhance customer experience.
- Following Communication Guidelines: Adhering to company policies, procedures, and communication guidelines during interactions with customers. Call center agents maintain professionalism, courtesy, and confidentiality in all communications.
- Continuous Learning and Improvement: Participating in training sessions, workshops, or coaching sessions to enhance product knowledge, customer service skills, and performance. Call center agents strive for continuous improvement to meet evolving customer needs and business objectives.
Overall, call center agents play a crucial role in delivering exceptional customer service, resolving issues efficiently, and maintaining positive relationships with customers. Their ability to communicate effectively, handle inquiries promptly, and manage customer interactions professionally contributes to the overall success and reputation of the organization they represent.
