EMFI Qatar Group is looking for a Customer Service Agents (Bilingual - Arabic & English) for its requirements with the following qualifications:

Qualification:

• Secondary Education or higher degree
• Experience in Delivery of Customer Service
• 2+ Years Customer Services or Service Desk experience
• Previous Utility Experience
• Previous experience of Customer Management Software
• High level of proficiency in the English and Arabic Language (written and language)
• Develop and maintain customer rapport
• Excellent interpersonal verbal and written communication skills
• Proven ability to work towards individual and team targets
• Excellent in problem solving
• Strong Interpersonal skills
• Personal drive, commitment and being a self-starter.
• Prioritizing workload and meeting tight deadlines with high quality output.
• Good Computer skills, i.e. Word, Excel, outlook.
• Organized and Multi-tasking skills
• Ability to work effectively with a variety of groups
• Customer Oriented

Principal Accountabilities:

• Answering of customer calls, emails, web, fax, post, social media and other contact, with internal and external customers.
• Handling Switchboard calls
• Handling Outbound calls as needed
• Follow up on SR’s as assigned
• Take ownership for resolving customer’s enquires and complaints promptly and efficiently, providing a solution in accordance with agreed company processes and procedures, and following up where necessary to ensure customer journey is managed well.
• Work on a 24/7 shift pattern
• Provide concise, accurate, complete and informative responses to the customer.
• Recognise where customer issues require escalation and follow the escalation procedure.
• Follow pre-agreed troubleshooting processes, scripts and call guides as directed by Ashghal to ensure correct diagnosis and appropriate resolution.
• Accurately record customer information manually and using Customer Management Software, relevant to the resolution of the customer enquiry or issue.
• Maintain an up to date level of service and procedural knowledge and proactively seek out information where required.
• Contribute positively towards the achievement of performance targets in all aspects of the team’s activities.
• Maintain target levels of productivity and performance, as outlined by the Team Leader, in relation to the performance metrics, e.g. Quality scores, Attendance and Punctuality, Resolution Rate and others, as agreed.
• Undertake duties of a general nature, or additional tasks, as may be required from time to time by their Team Leader.
• Feedback any trends noticed from customer calls to their Team Leader, as they are noticed.

Interested candidate/s may send their CV to hiringemfi2022@gmail.com and type the code on the subject as: Customer Service Representatives

Job Types: Full-time, Permanent, Contract

Pay: QAR5,000.00 - QAR6,000.00 per month

Ability to commute/relocate:

• Doha: Reliably commute or planning to relocate before starting work (Required)

Experience:

• CSR Utility: 2 years (Required)
• Customer Management Software: 2 years (Required)
• Handling Switchboard calls: 2 years (Required)
• Handling Outbound calls: 2 years (Required)
• Working on a 24/7 shift pattern: 2 years (Preferred)
• CUSTOMER SERVICE/SERVICE DESK: 2 years (Required)

Language:

• ARABIC (Required)
• English (Required)