Job Details:

• Job title: Call Centre Agent
• Terms: Full-time
• Location: Doha, Qatar

About the Job:
The Call Centre Agent at Experts Collection Solutions LLC will be responsible for handling inbound and outbound calls, providing excellent customer service, and resolving customer inquiries. The agent will also ensure that customer interactions are documented accurately and adhere to company policies and procedures.
Key Responsibilities:

• Handle inbound and outbound calls professionally, responding to customer inquiries, resolving issues, and providing information about products or services.
• Address customer complaints promptly, providing effective solutions and escalating unresolved issues to the appropriate department.
• Conduct outbound calls to potential customers to promote company products and services, identify sales opportunities, and convert leads into customers.
• Accurately document all customer interactions, including inquiries, complaints, sales opportunities, and resolutions in the company's CRM system.
• Stay updated on company products, services, policies, and procedures to provide accurate information to customers and actively promote and upsell products during interactions.
• Meet or exceed performance metrics, such as call handling time, customer satisfaction scores, and resolution rates.
• Collaborate closely with team members and departments to ensure seamless communication and delivery of exceptional customer service.
• Work with the marketing team to identify and qualify leads for sales opportunities through phone interactions and follow-up calls with potential and existing customers to drive product or service uptake.
• Adhere to company policies, procedures, and legal requirements, including data protection and confidentiality standards.
• Participate in training and development programs to enhance service skills, product knowledge, and overall performance.
• Support daily call center operations, including managing call queues, reporting issues, and contributing to team goals.
• Provide constructive feedback to supervisors on customer issues, service improvements, and potential enhancements to call center efficiency.
• You may also be requested to perform any other tasks related to your role, as per the job requirements and in alignment with the company's vision and strategies.

Job Required:
Education and Experience:

• High school diploma or equivalent; a degree in business administration, communication, or a related field is a plus.
• Previous experience in a call center or customer service role is preferred.

Skills and Abilities:

• Excellent verbal and written communication skills with a focus on customer service.
• Ability to handle customer complaints and resolve issues effectively.
• Familiarity with call center software, CRM systems, and Microsoft Office Suite (Word, Excel).
• Strong organizational skills and the ability to manage multiple tasks efficiently.
• Ability to work well with others and contribute to a positive team environment.

Professional Attributes:

• High ethical standards and integrity.
• Strong attention to detail and accuracy.
• Ability to work under pressure and handle complex situations.
• Proactive and self-motivated with a strong sense of initiative.
• Commitment to confidentiality and discretion in handling sensitive information.
• Ability to foster a collaborative and respectful work environment.

Job Type: Full-time
Pay: QAR3,000.00 - QAR3,500.00 per month
Experience:

• Call Centre Agent: 3 years (Preferred)

Language:

• English (Preferred)
• Arabic (Preferred)
• Hindi (Preferred)

Location:

• Doha (Required)