Call Centre Agent

Call Centre Agent
Location: Doha, Qatar
Employment Type: Full-Time
Candidate Eligibility: Local candidates currently residing in Qatar

About the Role
We are seeking a customer-focused Front Office Call Centre Agent to handle customer interactions over the telephone and deliver outstanding service using advanced contact technology. The call center agent will respond to customer inquiries, provide accurate product information, resolve complaints professionally, and help the Customer Care Center meet its service targets.

Key Responsibilities

• Respond to incoming customer calls in line with quality and customer service standards.
• Provide customers with complete and accurate product information and sound buying advice.
• Handle customer requests and complaints professionally to achieve a positive outcome.
• Follow up on customer inquiries that are not resolved immediately.
• Achieve Customer Care Center KPIs, including average time to answer calls, average resolution time, and number of calls handled daily.
• Build and maintain effective working relationships with related units and support functions at Head Office.
• Gain and maintain knowledge of accounts, loans, cards, branch working hours and locations, ATM locations, and related products.
• Identify, document, and report trends in customer calls to the supervisor, and recommend process improvements.
• Follow Front Office guidelines, KYC requirements, and the Group's data protection policies and procedures at all times.
• Protect the Group's positive image through professional phone interaction.
• Safeguard confidential and commercially sensitive information.
• Participate actively in staff meetings for performance assessment and guidance.

Qualifications and Experience

• Bachelor’s degree in business administration, Finance, Banking, Marketing, Communications, or a related field.
• Minimum 1 year of experience in a call centre, banking, financial services, or another customer-facing role is preferred.
• Knowledge of retail banking products and front office operations will be an advantage.
• Understanding of KYC and data protection requirements is preferred.
• Computer proficiency, with the ability to learn customer service software applications.
• Excellent communication skills in English and Arabic language capability is required.

Skills and Competencies

• Excellent verbal communication and active listening skills.
• Customer-focused with a professional telephone manner.
• Outstanding problem-solving and decision-making skills.
• Planning, organizing, and analytical ability.
• Personal integrity and self-management.
• Ability to work in a team with colleagues from diverse cultural backgrounds.
• Commitment to continuous learning and professional development.
• Ability to work under pressure and meet service-level targets.

How to Apply
Interested candidates may apply directly through Indeed by submitting an updated CV.
Only shortlisted candidates will be contacted.

Pay: QAR10.00 per month

Application Question(s):

• Do you have experience in the banking industry?

Work Location: In person