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.
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