Job Title: Contact Center Agent

Division: ICT Government Programs

Job Description:
The Contact Centre Agent is responsible for answering incoming calls from customers to take any request, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.

Specific Responsibilities include:

• Handle customer inquiries regarding all types of services according to the Call Center processes and KPI’s and by the suitable approach (telephone, fax, mail,..) in the required time frame.
• Capture information and enter data into the computer system (CRM) in a timely and accurate manner.
• Escalating Problems to the 2nd level of support using the Call Center escalation processes.
• Able to develop a strong rapport with the customer and maintain call control.
• Demonstrate strong product knowledge.
• Able to quickly identify customer needs and make appropriate decisions.
• Show a high level of professionalism in handling customer’s complaints.
• Flexible to troubleshoot potential challenges with new and existing services.
• Responsible for verifications with the customer.
• Provide quality customer service on every call.
• Meet commitments and deadline.
• Maintain the confidentiality of project & customer.

Desirable Skills and Competencies:

• The desired candidate will have a minimum of 0-6 month’s experience.
• High School or above is required.
• The candidate must have good command over written and verbal communication both in English and Arabic.
• Good computer typing skills required
• The candidate should have computer skills (MS-OFFICE)

Demographics and other requirements:

• This position is open for Qatari citizens only.
• Preference will be given to women and to individuals with disabilities.
• This position requires working from home for at least 1 to 2 days per week.

Candidates who meet the vacancy requirements should e-mail their CV to voecareers@ict.gov.qa quoting the appropriate job title along with the job code. Applications without job code will not be entertained.