Call Center Agent - Qatar

Responsibility: * Respond to enquiries professionally through all approved communication channels within the required service levels. * Provide accurate and updated information using approved procedures, scripts, knowledge bases and client guidelines. * Record all customer interactions, requests, complaints and follow\-up actions accurately in the designated system * Verify the caller's identity before disclosing confidential or personal information. * Escalate unresolved, sensitive or complex cases according to the approved escalation process and follow up until closure. * Maintain the confidentiality of student, customer, client and company information at all times. * Meet assigned quality, productivity, attendance, schedule adherence and customer satisfaction targets. * Handle complaints calmly and professionally while protecting the customer experience and the reputation of Tafaseel Qatar and the client. * Participate in required training, coaching, quality calibration and performance improvement activities. * Comply with Tafaseel Qatar policies, client procedures, information security controls and applicable ISO 9001 and ISO 18295\-1 requirements. * Report recurring issues, service gaps and improvement opportunities to the Team Leader. * Perform other related duties assigned within the scope of the position. **Skills and Qualifications** * Bachelor's degree or diploma from a recognized institution. * Minimum of two years of customer service or contact center experience. * Previous experience in a BPO, education or student\-services environment is preferred. * Fluency in spoken and written Arabic and English. * IELTS score of 5 or equivalent English\-language qualification, where required by the client. * Ability to pass the required typing, language, system and client assessment tests. * Experience with Cisco Contact Center, HP Service Manager, Microsoft Teams or similar platforms is an advantage. * Experience in providing multi\-channel customer support across voice and non\-voice communication channels.