Contact Center Agent

**We are looking to hire a qualified Contact Center Agent to join our dynamic team.** - Be responsible for managing all operational aspects of team members involved in the delivery of front-end or contact center customer service, including customer service agents & work schedules. - Take ownership for resolving customer inquiries and complaints promptly and efficiently, providing a solution in accordance with agreed company processes and procedures, and following up where necessary to ensure the customer journey is managed well. - Work on a 24/7 shift pattern as and when required (Ladies will be exempt from overnight shifts). - Provide concise, accurate, complete, and informative responses to the customer. - Recognize where customer issues require escalation and follow the escalation procedure. - Follow pre-agreed troubleshooting processes, scripts, and call guides as directed by Mowasalat Karrwa to ensure correct diagnosis and appropriate resolution. - Accurately record customer information manually and using Customer Management Software or its equivalent, relevant to the resolution of the customer inquiry or issue. - Maintain an up-to-date level of service and procedural knowledge and proactively seek out information where required. - Contribute positively towards the achievement of performance targets in all aspects of the team’s activities - Maintain target levels of productivity and performance, as outlined by the supervisor, in relation to the performance metrics, e.g. Quality scores, Attendance and Punctuality, Resolution Rate, and others, as agreed. - Undertake duties of a general nature, or additional tasks, as may be required from time to time by their Team Leader. - Feedback any trends noticed from customer calls to their Team Leader, as they are noticed **Job Type**: Temporary **Salary**: QAR5,000.00 - QAR6,000.00 per month Ability to commute/relocate: - Doha: Reliably commute or planning to relocate before starting work (required) **Experience**: - Contact Center Agent: 2 years (required) **Language**: - Arabic (required)