Full job description
· To provide tenant support and customer service in property management. Find solution to tenant problems and advise the appropriate action
· The call center agent is a pivotal role in any organization and he/ she is the first point of call when a tenant is having a problem or concerns.
· The call center needs to have a broad understanding of the information systems that are used in the property management
· Must have a solid understanding of the technology that the property management is utilizing to run the information systems.
· Needs to have a very high level of communication skills so that he / she must able to determine and define the users’ issue or concerns.
· Diagnose the problem and identifies whether it is something that can be resolved at point of call or whether the incident can be referred to a specialist area within the information technology department for further analysis and then resolution.
· The call center agent is the face of Le Mirage Property Management; therefore they need to project a positive, client-focused image whilst resolving incidents in a timely and efficient manner.
· To promptly attend to tenants’ inquiries, complaints, call bookings and directory inquiries.
· To be polite, courteous, helpful, attentive and respectful to customers at all times during duty.
· To answer all customers query to utmost clarity.
· Any other jobs assigned by the Supervisor/Customer Services Manager/ Property Manager/ Facility Management Supervisor and Director of Operations in the interest of the corporation.
· Provide and effective and efficient service to all callers of the helpdesk and call center.
· Demonstrate a good understanding of the properties under management including property management agreements and landlords’ responsibilities.
· Ensure all relevant work requests received by the call center are logged correctly in a timely manner, then communicated to appropriate supplier.
· Monitor progress of requests from the initial report stage, through quotation receipt, ordering and completion of works and invoice receipts.
· Actively progress requests to conclusion and in line with defined Service levels.
· Ensure that data base records are comprehensive and accurate.
· Provide regular reports of works status to stakeholders
Job Type: Full-time
Pay: QAR2,500.00 per month
Ability to commute/relocate:
- Doha: Reliably commute or planning to relocate before starting work (Required)
The duties of a call center involve a variety of tasks aimed at handling incoming and outgoing calls efficiently to provide customer support, resolve inquiries, and facilitate communication. Here are the typical duties of call center agents:
- Handling Inbound Calls: Answering incoming calls from customers, clients, or the public regarding inquiries, issues, or requests for information.
- Customer Support: Providing assistance and resolving customer concerns, complaints, or technical issues over the phone. Offering solutions and ensuring customer satisfaction.
- Outbound Calls: Making outbound calls to follow up with customers, conduct surveys, schedule appointments, or provide proactive support.
- Product or Service Knowledge: Developing a deep understanding of the products, services, and policies offered by the company to effectively address customer inquiries and provide accurate information.
- Data Entry and Documentation: Entering and updating customer information, interactions, and details of calls accurately into the company’s database or CRM system.
- Problem-Solving: Identifying and resolving customer issues efficiently, escalating complex problems to higher-level support or management when necessary.
- Upselling and Cross-Selling: Promoting additional products or services to customers based on their needs and interests, maximizing sales opportunities during customer interactions.
- Following Scripts and Guidelines: Adhering to call scripts, guidelines, and procedures established by the company to maintain consistency and quality in customer service delivery.
- Handling Complaints: De-escalating tense situations, managing customer complaints effectively, and ensuring issues are addressed promptly and professionally.
- Multitasking and Time Management: Managing multiple calls simultaneously while maintaining focus, prioritizing tasks, and meeting performance metrics such as call handling time and customer satisfaction scores.
- Team Collaboration: Collaborating with colleagues, supervisors, and other departments to resolve customer issues, share knowledge, and improve overall service delivery.
- Continuous Learning: Participating in ongoing training sessions and professional development to enhance product knowledge, communication skills, and customer service techniques.
- Adherence to Regulations: Ensuring compliance with company policies, industry regulations, and data protection laws (such as GDPR or CCPA) when handling customer information and calls.
Call center agents play a critical role in representing the company’s brand, maintaining customer relationships, and ensuring positive experiences through effective communication and problem-solving skills. Their dedication to customer service excellence contributes significantly to the overall success and reputation of the organization.
