Call center

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  • 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:

  1. 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.
  2. Provide Customer Support: Assist customers by answering questions, solving problems, and providing solutions related to products or services.
  3. 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.
  4. Follow Scripts and Procedures: Adhere to established scripts, guidelines, and procedures to ensure consistent and accurate responses while maintaining a professional demeanor.
  5. Resolve Complaints: Handle customer complaints effectively by listening to their concerns, empathizing with their situation, and taking appropriate steps to address and resolve issues.
  6. Process Transactions: Manage transactions such as processing orders, handling returns or exchanges, and updating customer information as required.
  7. Provide Product or Service Information: Educate customers about products or services, including features, benefits, and usage instructions, to enhance their understanding and satisfaction.
  8. Upsell or Cross-Sell: Identify opportunities to offer additional products or services that may benefit the customer, based on their needs and interests.
  9. Maintain Quality Standards: Ensure that interactions meet quality standards set by the organization, including adherence to performance metrics and customer satisfaction goals.
  10. Manage Call Volumes: Handle a high volume of calls efficiently while maintaining a high level of customer service and attention to detail.
  11. Escalate Issues: Recognize when an issue requires escalation to a supervisor or specialist and follow the appropriate procedures for escalation.
  12. Stay Informed: Keep up-to-date with product updates, company policies, and industry trends to provide accurate and current information to customers.
  13. Use Technology Effectively: Utilize call center software and tools effectively, including phone systems, CRM software, and knowledge bases, to assist with customer interactions.
  14. Provide Feedback: Offer feedback to management about recurring issues or potential improvements in processes or systems based on customer interactions.

Key Skills and Qualities:

  1. Excellent Communication Skills: Clear, concise, and effective verbal communication is essential for interacting with customers and addressing their needs.
  2. Active Listening: The ability to listen carefully to customers, understand their concerns, and respond appropriately.
  3. Problem-Solving Skills: Ability to analyze situations, identify solutions, and make decisions to resolve customer issues.
  4. Empathy and Patience: Demonstrating understanding and patience with customers, especially when dealing with difficult or emotional situations.
  5. Attention to Detail: Accuracy in handling customer information, processing transactions, and documenting interactions.
  6. Time Management: Efficiently managing time to handle a high volume of calls while maintaining quality service.
  7. Adaptability: Flexibility to handle varying customer needs and adapt to changes in processes, policies, or technology.
  8. 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.

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