Full job description
We are seeking a dedicated and experienced Call Center Agent with a strong background in the Fast-Moving Consumer Goods (FMCG) industry. The ideal candidate will have proven experience in taking orders, following up on deliveries, and providing exceptional customer service. The Call Center Agent will act as a key point of contact for our customers, ensuring their orders are processed efficiently and their concerns are addressed promptly.
Key Responsibilities:
- Receive and process customer orders via phone, email, and other communication channels.
- Verify order details to ensure accuracy and completeness.
- Enter order information into the company’s order management system.
- Confirm order details with customers, including delivery dates and special instructions.
- Monitor the status of customer orders and deliveries.
- Communicate with logistics and delivery teams to ensure timely and accurate delivery of orders.
- Provide customers with updates on the status of their deliveries.
- Resolve any delivery-related issues or delays, ensuring customer satisfaction.
- Address customer inquiries and concerns in a professional and courteous manner.
- Maintain a thorough understanding of the company’s products and services to provide accurate information to customers.
- Handle customer complaints and escalate issues as necessary to ensure a positive resolution.
- Develop and maintain strong customer relationships to foster repeat business.
- Maintain accurate records of customer interactions, orders, and follow-ups.
- Prepare and distribute reports on order status, delivery performance, and customer feedback.
- Identify trends and areas for improvement in the order-taking and delivery process.
- Work closely with sales, logistics, and warehouse teams to coordinate order fulfillment and delivery.
- Participate in team meetings and training sessions to stay updated on product knowledge, company policies, and best practices.
Job Type: Full-time
Pay: QAR2,500.00 – QAR3,000.00 per month
The duties of a call center can vary depending on the nature of the business or organization it serves, but here are some common responsibilities:
- Customer Support: One of the primary duties of a call center is to provide customer support and assistance. This can include answering questions, addressing concerns, resolving issues, and providing information about products or services.
- Inbound Calls: Call centers often handle inbound calls from customers seeking assistance or information. Agents must be prepared to handle a wide range of inquiries and provide prompt and helpful responses.
- Outbound Calls: In addition to inbound calls, call centers may also make outbound calls for various purposes, such as following up on customer inquiries, conducting surveys, or promoting products or services.
- Order Processing: Call centers may be responsible for processing orders placed by customers over the phone. This can involve entering order details into a system, verifying payment information, and arranging for delivery or shipment of products.
- Technical Support: Many call centers provide technical support for products or services, assisting customers with troubleshooting issues, diagnosing problems, and providing instructions for resolving technical issues.
- Sales and Telemarketing: Some call centers focus on sales and telemarketing, making outbound calls to potential customers to promote products or services, generate leads, and close sales.
- Appointment Scheduling: Call centers may handle appointment scheduling for businesses such as medical offices, dental practices, or service providers. Agents schedule appointments based on availability and customer preferences.
- Complaint Resolution: Call center agents are often tasked with resolving customer complaints and addressing dissatisfaction. This may involve listening to customer concerns, investigating the issue, and offering solutions or compensation as appropriate.
- Data Entry and Documentation: Call center agents typically enter relevant information into a database or customer relationship management (CRM) system during or after each call. This helps maintain accurate records of customer interactions and ensures that follow-up actions are taken as needed.
- Quality Assurance: Call centers may have quality assurance teams or processes in place to monitor and evaluate the performance of call center agents. This can involve reviewing call recordings, assessing customer satisfaction metrics, and providing feedback and coaching to improve agent performance.
- Multichannel Support: With the rise of digital communication channels, many call centers now offer support via email, chat, social media, and other online channels in addition to phone support. Agents may be trained to handle inquiries across multiple communication platforms.
- Training and Development: Call center managers and supervisors are responsible for training new agents, providing ongoing coaching and development opportunities, and ensuring that agents have the skills and knowledge needed to perform their duties effectively.
Overall, call centers play a crucial role in providing support and assistance to customers, helping businesses maintain positive relationships and meet customer service objectives.
