Call Centre Agents

Madre Integrated Engineering | 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 escalation 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.

Competitive salary and performance-based incentives.

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

Professional development and training opportunities.