Call Center Agent - Qatar
Responsibility:
- Respond to enquiries professionally through all approved communication channels within the required service levels.
- Provide accurate and updated information using approved procedures, scripts, knowledge bases and client guidelines.
- Record all customer interactions, requests, complaints and follow-up actions accurately in the designated system
- Verify the caller's identity before disclosing confidential or personal information.
- Escalate unresolved, sensitive or complex cases according to the approved escalation process and follow up until closure.
- Maintain the confidentiality of student, customer, client and company information at all times.
- Meet assigned quality, productivity, attendance, schedule adherence and customer satisfaction targets.
- Handle complaints calmly and professionally while protecting the customer experience and the reputation of Tafaseel Qatar and the client.
- Participate in required training, coaching, quality calibration and performance improvement activities.
- Comply with Tafaseel Qatar policies, client procedures, information security controls and applicable ISO 9001 and ISO 18295-1 requirements.
- Report recurring issues, service gaps and improvement opportunities to the Team Leader.
- Perform other related duties assigned within the scope of the position.
Skills and Qualifications
- Bachelor's degree or diploma from a recognized institution.
- Minimum of two years of customer service or contact center experience.
- Previous experience in a BPO, education or student-services environment is preferred.
- Fluency in spoken and written Arabic and English.
- IELTS score of 5 or equivalent English-language qualification, where required by the client.
- Ability to pass the required typing, language, system and client assessment tests.
- Experience with Cisco Contact Center, HP Service Manager, Microsoft Teams or similar platforms is an advantage.
- Experience in providing multi-channel customer support across voice and non-voice communication channels.