Call Center Executive

Full Time Jobs in Qatar in Call Center
  • Doha, Qatar View on Map
  • Post Date : July 11, 2021
  • Salary: Negotiable
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Job Description

Call Centre Operations and Grievance Handling

  • Attend customer inquiries through inbound calls
  • Record the call details in the system along with a summary of the query
  • Assists customers for call back requests received through emails, booking appointments
  • Registers customers and educate them about the special programs/ initiatives
  • Answers queries on redemptions, point upgrades, offers, etc.
  • Ensures customers details are updated in the relevant databases as and when requested
  • Act as the first point of contact for complaint management
  • Follow up on customer complaints/feedbacks
  • Reviewing recorded calls of peers and self for quality control
  • Strives to meet or exceed call center metrics while providing excellent consistent customer service

Database Management

  • Collects and compile the survey responses
  • Updating the call center internal databases with added details of specialties and clinicians, services, insurances, timings, etc.
  • Maintains customer data in the system

Surveys and Campaigns

  • Registering customers on calls during or before any campaigns conducted by CR, operations, etc.
  • Conducts customer satisfaction surveys through outbound calls for customers
  • Use statistical methods to validate the data accuracy and analyze the data sets to derive relevant information
  • Maintains a record of all the surveys
  • Gathers information on the availability of services with external service providers to assist the customers

Reporting

  • Reports the daily statistics of the center and self-productivity as per the set indicators
  • Reports all marketing campaign responses and registration requests
  • Presents data as information for identifying trends leading to corrective actions

Liaison with Operation Team

  • Coordinates with operation team to discuss report findings
  • Prepares and shares lists of customer queries to the concerned management

Job interactions

  • Works closely with clinics, hospitals, CR and marketing department etc. to seek information about the entities, follow up on service reports etc.
  • Works closely with customers and external partners for service request follow-ups and for confidential information

Minimum Experience

  • 0 to 2 years

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