Full job description
We are having vacancies for the following position. Candidates must speak Arabic and English langues. Previous experience in maintenance sector is preferable.
Job details:
- Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
- List new orders
- Manage execution teams to complete orders
- Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
- Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
- Building lasting relationships with clients and other call center team members based on trust and reliability.
- Utilizing software, databases, scripts, and tools appropriately.
- Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
- Making sales or recommendations for products or services that may better suit client needs.
- Taking part in training and other learning opportunities to expand knowledge of company and position.
- Adhering to all company policies and procedures.
Job Type: Full-time
Pay: From QAR3,500.00 per month
Experience:
- call center: 4 years (Preferred)
Language:
- Arabic and English (Preferred)
Application Deadline: 25/07/2023
A call center is a centralized office or facility where customer calls are handled, typically for customer service, technical support, sales, or telemarketing purposes. Here are the key aspects and functions of a call center:
- Inbound Calls: Call centers receive incoming calls from customers seeking assistance, support, or information. These calls may include inquiries about products or services, requests for technical support, billing questions, or complaints.
- Outbound Calls: Call centers also make outgoing calls to customers or prospects for purposes such as sales, market research, surveys, appointment reminders, or follow-ups.
- Customer Service: Providing prompt and courteous customer service is a primary function of many call centers. Agents assist customers with issues, complaints, or inquiries, aiming to resolve concerns efficiently and to the customer’s satisfaction.
- Technical Support: Call centers specializing in technical support help customers troubleshoot and resolve issues related to products, software, or services. Agents often use specialized knowledge and tools to diagnose and solve problems remotely.
- Sales and Telemarketing: Some call centers focus on outbound sales calls or telemarketing campaigns to promote products, services, or special offers. Agents may engage customers, qualify leads, and attempt to close sales over the phone.
- Multichannel Support: Many modern call centers support communication through various channels, including phone calls, email, live chat, social media, and messaging apps. Agents may handle inquiries across multiple platforms based on customer preferences.
- Scripted and Non-Scripted Interactions: Depending on the nature of calls, agents may follow scripted responses or guidelines provided by the company to ensure consistency and compliance with policies. In other cases, agents use their judgment and expertise to handle unique situations.
- Use of Technology: Call centers utilize technology such as Customer Relationship Management (CRM) systems, call recording software, automated call distribution (ACD) systems, and knowledge bases to manage calls efficiently, track customer interactions, and access relevant information.
- Performance Metrics: Call centers track performance metrics to measure agent productivity and customer satisfaction. Key metrics include Average Handling Time (AHT), First Call Resolution (FCR), Call Abandonment Rate, and Customer Satisfaction Scores (CSAT).
- Training and Development: Call center agents undergo training to learn product knowledge, communication skills, problem-solving techniques, and company policies. Continuous training and development programs help agents improve performance and adapt to changing customer needs.
- Quality Assurance: Quality assurance teams monitor and evaluate calls to ensure adherence to service standards, accuracy of information provided, and professionalism in customer interactions. Feedback and coaching are provided to agents to enhance performance.
- 24/7 Operations: Many call centers operate 24 hours a day, 7 days a week to provide around-the-clock support to customers in different time zones or to handle urgent inquiries and emergencies.
Call centers play a critical role in managing customer communications, enhancing customer experiences, and supporting organizational objectives. They serve as vital hubs for customer interaction management, requiring skilled agents, efficient processes, and advanced technologies to deliver effective service.
