Call Centre Agents

Job Title: Call Centre Agent

Location: Qatar

Employment Type: [Full-Time]

Reports To: Call Centre Supervisor / Team Leader

Job Summary:

The Call Centre Agent will be responsible for handling inbound and outbound customer calls, addressing customer inquiries, providing solutions, and ensuring a high level of customer satisfaction. The role requires effective communication skills, problem-solving abilities, and the capability to work in a fast-paced environment.

Key Responsibilities:

• Handle incoming calls from customers and respond to inquiries promptly and professionally.
  

• Make outbound calls for follow-ups, customer feedback, or promotional activities, as required.
  

• Maintain accurate records of customer interactions, transactions, comments, and complaints.
  

• Resolve customer issues effectively or escalate to the appropriate department when necessary.
  

• Provide information about products, services, policies, and procedures to customers.
  

• Meet individual and team performance targets, including call handling time, resolution rates, and customer satisfaction metrics.
  

• Adhere to company policies, procedures, and quality standards.
  

• Collaborate with team members to improve service delivery and contribute to process improvements.
  

Qualifications & Skills:

• Minimum high school diploma; a bachelor’s degree is preferred.
  

• Previous experience in a call centre or customer service role is an advantage.
  

• Excellent verbal and written communication skills in English; knowledge of Arabic is a plus.
  

• Strong problem-solving and interpersonal skills.
  

• Ability to work under pressure and handle challenging situations with professionalism.
  

• Proficient in using computers, call centre software, and CRM systems.
  

Working Conditions:

• Shift-based work, including weekends and public holidays if required.
  

• Office-based role with occasional training or team meetings.
  

Benefits:

• Competitive salary and performance-based incentives.
  

• Health insurance and other statutory benefits as per Qatari labor law.
  

• Professional development and training opportunities.