ECCO Gulf WLL

Call Center Agent, Arabic Speaker

ECCO Gulf WLL

full-time

Posted on:

Location Type: Office

Location: Call Center Agent • Qatar

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About the role

  • Deliver exceptional customer service and support to our clients.
  • Handle inquiries, resolve issues, and ensure customer satisfaction through effective communication and problem-solving skills.
  • Respond to high-volume inbound/outbound calls, emails, or chats in a timely and professional manner.
  • Use call center software and CRM systems to document interactions, update customer profiles, and track case resolution.
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
  • Follow call flow guidelines, scripts, and compliance requirements to ensure consistent service delivery.
  • Handle irate or distressed customers professionally while de-escalating situations and maintaining service quality.
  • Participate in quality assurance evaluations, coaching sessions, and ongoing product or system training.
  • Use call monitoring and recording tools for performance review and compliance purposes.
  • Maintain accurate call logs, case notes, and disposition codes for reporting and follow-up.
  • Meet productivity, attendance, and schedule adherence requirements in a fast-paced call center environment.
  • Engage with customers to build positive relationships and foster trust.

Requirements

  • Bachelor’s degree in Business Administration or an equivalent qualification.
  • Minimum of 3 years’ experience in a call center role.
  • Excellent phone handling skills with strong listening and communication abilities.
  • Proficiency in using CRM systems and call center tools.
  • Strong customer-focused approach with the ability to handle diverse customer personalities professionally.
  • Ability to multitask and perform efficiently in a fast-paced work environment.
  • Basic computer proficiency, including email and standard office applications.
  • Flexibility to work shifts as required.
  • Fluency in Arabic is Mandatory.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
call center experienceCRM systems proficiencycustomer service skillsproblem-solving skillsphone handling skillsmultitaskingbasic computer proficiencycall monitoring toolscall flow guidelinescompliance requirements
Soft skills
effective communicationcustomer-focused approachability to handle diverse personalitiesprofessionalismde-escalation skillsrelationship buildingtrust fosteringtime managementadaptabilityteam collaboration
Certifications
Bachelor’s degree in Business Administration