138 Customer Service Representatives jobs in Qatar

Join to apply for the Call Center Team Leader role at Burjline Builders

Join to apply for the Call Center Team Leader role at Burjline Builders

Job Description

ECCO Gulf Majorel Qatar is seeking an experienced Call Center Team Leader to join our dynamic team in Qatar. As a Team Leader, you will be responsible for overseeing a team of call center agents, ensuring they provide exceptional customer service and meet performance targets. Your role will involve coaching, mentoring, and motivating your team to achieve their best, while also managing daily operations to ensure efficiency and effectiveness.

• Lead, coach, and develop a team of call center agents to achieve performance goals.
• Monitor and evaluate team performance, providing feedback and implementing improvement plans as necessary.
• Ensure high standards of customer service are maintained.
• Handle complex or escalated customer issues.
• Support agents in real-time when they encounter difficult calls.
• Ensure adherence to company policies and procedures, maintaining high standards of customer service.
• Handle escalated customer inquiries and resolve complex issues promptly.
• Analyze call center data to identify trends and areas for improvement.
• Ensure the team meets daily, weekly, and monthly performance targets.
• Keep the team informed about company updates, new procedures, and changes.
• Track team KPIs such as average handling time, call resolution, and customer satisfaction.
• Coordinate with other departments to ensure seamless service delivery.
• Prepare and present regular reports on team performance and operational metrics.
  
  

• Lead, coach, and develop a team of call center agents to achieve performance goals.
• Monitor and evaluate team performance, providing feedback and implementing improvement plans as necessary.
• Ensure high standards of customer service are maintained.
• Handle complex or escalated customer issues.
• Support agents in real-time when they encounter difficult calls.
• Ensure adherence to company policies and procedures, maintaining high standards of customer service.
• Handle escalated customer inquiries and resolve complex issues promptly.
• Analyze call center data to identify trends and areas for improvement.
• Ensure the team meets daily, weekly, and monthly performance targets.
• Keep the team informed about company updates, new procedures, and changes.
• Track team KPIs such as average handling time, call resolution, and customer satisfaction.
• Coordinate with other departments to ensure seamless service delivery.
• Prepare and present regular reports on team performance and operational metrics.
  
  

• Minimum of 3 years of experience as a Team Leader or Supervisor in a call center.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze data and make informed decisions.
• Proficient in call center software and technology.
• Problem-solving skills with a customer-centric approach.
• Ability to work full-time on-site in Qatar.
• Ability to work on a rotational shift basis.
• Fluent in Arabic, and English.
  
  

• Competitive salary and performance-based incentives.
• Comprehensive health insurance coverage.
• Opportunities for professional development and career advancement.
• Supportive and collaborative team environment.
• Access to training programs and workshops.
• Generous annual leave and holiday benefits.
• Employee recognition and reward programs.
  
  

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Information Technology
• Industries Construction

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The Call Center Agent answers incoming calls from patients who want to book, change, or cancel appointments, respond to inquiries, manage complaints, and provide general information. They will be a member of the primary contact team for patients interested in the services we offer and will be responsible for assisting them over the phone. They will also remind and follow up with patients about their appointments.

This role also involves making sales or recommendations for doctor services that may better suit the patient's needs. The agent will participate in training and other learning opportunities to expand their knowledge of the company and the position.

• Maintain a positive, empathetic, and professional attitude toward patients at all times.
• Answer phones from patients professionally and respond promptly to inquiries and complaints.
• Handle and resolve patient complaints.
• Follow up with and remind patients about their appointments.
• Research required information using available resources.
• Provide patients with information about SAC's services.

• Identify and escalate priority issues; report to the Marketing & Business Development Manager.
• Route inbound calls to the appropriate resources.
• Communicate and coordinate with colleagues as necessary.
• Perform other duties as assigned.

• Strong phone and verbal communication skills, along with active listening.
• Customer focus and adaptability to different personality types.
• Ability to multi-task, set priorities, and manage time effectively.
• Excellent management, organization, and time management skills.
• Strong problem-solving skills.
• ERP knowledge, preferably SAP; functional skills are a requirement for success in this role.

1-2 years

Diploma or Certificate in a related field

ECCO Gulf Majorel Qatar is seeking an experienced professional to join our team as a Call Center Quality Assurance Specialist. This role is pivotal in ensuring that our service standards are consistently met and exceeded. You will be responsible for monitoring and evaluating the quality of inbound and outbound calls, providing feedback, and driving improvements in customer service delivery.

• Regularly listen to call recordings and monitor live calls to evaluate agent performance based on quality standards, customer satisfaction, compliance, and issue resolution.
• Provide detailed feedback and coaching to call center agents to enhance performance and service quality.
• Ensure that agents comply with legal, regulatory, and company policies (e.g., GDPR, PCI-DSS) during every customer interaction. Identify areas where procedures need reinforcement.
• Conduct one-on-one coaching sessions with agents to address performance gaps, provide additional training, and improve overall customer interaction quality.
• Assist in the onboarding process of new agents by introducing them to QA standards, call scripts, and performance expectations.
• Compile weekly, monthly, and quarterly reports that summarize agent performance metrics such as Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and adherence to standards.
• Work with team leaders, supervisors, and the operations team to find solutions for recurring issues and inefficiencies. Ensure corrective actions are implemented and tracked for results.
• Stay updated with industry trends and best practices to continually improve quality assurance processes.
• Carry out any additional tasks assigned by management to support business goals or improve service and efficiency.

We are looking for a candidate who is detail-oriented and possesses strong analytical skills. The ideal candidate will have a proven track record in quality management within a call center environment.

• Minimum of 3 years of experience in call center quality assurance.
• Strong understanding ofcall center operations , customer service protocols, and industry standards.
• Excellent analytical skills to evaluate call quality data, identify performance gaps, and propose actionable improvements.
• Proficient withQA tools (e.g., NICE, Calabrio, Verint) and call recording systems.
• Detail-oriented with a strong ability to recognize areas for improvement and focus on quality metrics.
• Strongcommunication and coaching skills to provide clear and constructive feedback to agents.
• In-depth knowledge ofcompliance and regulatory requirements (e.g., GDPR, PCI-DSS).
• Experience withCRM systems (e.g., Salesforce, Zendesk) and call center software.
• Ability towork under pressure and manage multiple tasks simultaneously while maintaining high standards.
• Fluent in Arabic, and English.

ECCO Gulf Majorel Qatar is seeking an experienced Call Center Team Leader to join our dynamic team in Qatar. As a Team Leader, you will be responsible for overseeing a team of call center agents, ensuring they provide exceptional customer service and meet performance targets. Your role will involve coaching, mentoring, and motivating your team to achieve their best, while also managing daily operations to ensure efficiency and effectiveness.

• Lead, coach, and develop a team of call center agents to achieve performance goals.
• Monitor and evaluate team performance, providing feedback and implementing improvement plans as necessary.
• Ensure high standards of customer service are maintained.
• Handle complex or escalated customer issues.
• Support agents in real-time when they encounter difficult calls.
• Ensure adherence to company policies and procedures, maintaining high standards of customer service.
• Handle escalated customer inquiries and resolve complex issues promptly.
• Analyze call center data to identify trends and areas for improvement.
• Ensure the team meets daily, weekly, and monthly performance targets.
• Keep the team informed about company updates, new procedures, and changes.
• Track team KPIs such as average handling time, call resolution, and customer satisfaction.
• Coordinate with other departments to ensure seamless service delivery.
• Prepare and present regular reports on team performance and operational metrics.

Required Profile

We are looking for a highly motivated and experienced professional with a proven track record in team management within a call center environment. The ideal candidate will possess strong leadership skills and a passion for customer service excellence.

• Minimum of 3 years of experience as a Team Leader or Supervisor in a call center.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze data and make informed decisions.
• Proficient in call center software and technology.
• Problem-solving skills with a customer-centric approach.
• Ability to work full-time on-site in Qatar.
• Ability to work on a rotational shift basis.
• Fluent in Arabic, and English.

Offer

ECCO Gulf Majorel Qatar offers a competitive salary package and a supportive work environment where you can grow your career. We value our employees and provide a range of benefits to ensure their well-being and job satisfaction.

• Competitive salary and performance-based incentives.
• Opportunities for professional development and career advancement.
• Supportive and collaborative team environment.
• Access to training programs and workshops.
• Generous annual leave and holiday benefits.
• Employee recognition and reward programs.

Apply now

A big team is looking forward to you. Apply here!

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Visit us on Eccogulf .

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