Call Center Agent (Arabic Speaker)

Job Description

ECCO Gulf Majorel Qatar is seeking a dedicated and professional Call Center Agent (Arabic Speaker) to join our dynamic team in Qatar. As a Call Center Agent, you will be responsible for delivering exceptional customer service and support to our clients. You will handle inquiries, resolve issues, and ensure customer satisfaction through effective communication and problem‑solving skills.

• Respond to high-volume inbound / outbound Calls, and Email, or Chat in a timely and professional manner.
• Use call center software and CRM systems to document interactions, update customer profiles, and track case resolution.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
• Follow call flow guidelines, scripts, and compliance requirements to ensure consistent service delivery.
• Handle irate or distressed customers professionally while de‑escalating situations and maintaining service quality.
• Participate in quality assurance evaluations, coaching sessions, and ongoing product or system training.
• Use call monitoring and recording tools for performance review and compliance purposes.
• Maintain accurate call logs, case notes, and disposition codes for reporting and follow‑up.
• Meet productivity, attendance, and schedule adherence requirements in a fast‑paced call center environment.
• Engage with customers to build positive relationships and foster trust.

Required Profile

We are looking for candidates who are passionate about customer service and have the skills to match. The ideal candidate will possess:

• Bachelor’s degree in Business Administration or an equivalent qualification.
• Minimum of 3 years’ experience in a call center role.
• Excellent phone handling skills with strong listening and communication abilities.
• Proficiency in using CRM systems and call center tools.
• Strong customer‑focused approach with the ability to handle diverse customer personalities professionally.
• Ability to multitask and perform efficiently in a fast‑paced work environment.
• Basic computer proficiency, including email and standard office applications.
• Flexibility to work shifts as required.
• Fluency in Arabic is Mandatory.