As a Customer Service Executive based in Qatar, your role will be to provide exceptional customer service and support to clients through various communication channels within a call center environment. You will handle inquiries, resolve issues, and ensure customer satisfaction. Key responsibilities include:
Customer Support:
Handle inbound and outbound customer calls, emails, and chat interactions professionally and courteously.
Address customer inquiries, requests, and complaints promptly and efficiently, striving to achieve first-call resolution.
Provide accurate and up-to-date information about products, services, policies, and procedures to customers.
Issue Resolution:
Listen actively to customer concerns, identify the root cause of the issue, and propose appropriate solutions or escalate complex problems to the relevant department.
Follow established protocols and guidelines to resolve customer issues in a timely manner while maintaining high-quality service.
Customer Relationship Management:
Build strong rapport with customers, demonstrating empathy, patience, and understanding to create positive experiences.
Maintain detailed and accurate records of customer interactions, inquiries, complaints, and actions taken to resolve them.
Manage and update customer accounts, profiles, and preferences in the company's database or CRM system.
Product Knowledge and Upselling:
Develop a comprehensive understanding of the organization's products, services, and promotions.
Provide product recommendations, cross-selling, and upselling opportunities based on customer needs and preferences.
Proactively educate customers about new products or upgrades that may benefit them.
Quality Assurance and Compliance:
Adhere to call center policies, procedures, and service level agreements (SLAs) to ensure consistent and high-quality service delivery.
Follow all compliance guidelines and regulations, including data protection, privacy, and confidentiality policies.
Participate in ongoing training and development programs to enhance product knowledge, customer service skills, and call handling techniques.
Team Collaboration:
Collaborate with team members, supervisors, and other departments to share customer feedback, insights, and suggestions for improvement.
Contribute to a positive and supportive team environment, fostering open communication and teamwork.
Continuous Improvement:
Seek opportunities for process improvement, suggesting ideas to enhance customer satisfaction, operational efficiency, and service delivery.
Stay updated on industry trends, best practices, and emerging customer service technologies.
High school diploma or equivalent. Additional education or certifications in customer service or related fields are advantageous.
Proven experience in a customer service role, preferably in a call center or similar environment.
Excellent communication skills in English, both verbal and written. Knowledge of Arabic or other languages is advantageous.
Strong problem-solving and analytical skills, with the ability to quickly assess customer needs and provide appropriate solutions.
Empathy, patience, and the ability to handle challenging customer interactions with professionalism and composure.
Proficiency in using computer systems, including CRM software, call center applications, and Microsoft Office suite.
Familiarity with call center metrics and performance indicators, such as average handling time (AHT) and customer satisfaction (CSAT).
Flexibility to work in shifts, including evenings, weekends, and public holidays, as per the call center's operational requirements.
Monthly based
Al Rayyan , Qatar
