Call Center Officer – Taxpayer Support

Job Title

Call Center Officer – Taxpayer Support (Qatari Nationals Only)

Job Responsibilities

• Answer incoming taxpayer calls and efficiently address their inquiries.
• Document complaints, reports, and requests accurately in approved systems.
• Classify requests and forward them to relevant departments as needed.
• Monitor open tickets ensuring closure within specified Service Level Agreements (SLA).
• Provide taxpayers with accurate information based on official guidelines and procedures.
• Record all calls and actions taken in the system for proper documentation.
• Maintain respect and confidentiality when dealing with taxpayers.
• Escalate urgent or complex cases according to established escalation procedures.
• Follow up with taxpayers post-resolution to confirm issue resolution and measure satisfaction; take further actions if problems persist or require additional monitoring.
• Participate in service quality improvement by identifying recurring feedback and suggestions.
• Achieve targeted performance indicators such as response speed, service quality, and first call resolution rate.

Required Skills

• Excellent communication skills in both Arabic and English.
• Politeness and effective interaction with diverse clients.
• Ability to manage work pressure and handle multiple calls effectively.
• Proficiency in using computers and electronic systems swiftly.
• Strong active listening and problem-solving abilities.
• Willingness and ability to work in shifts as demanded by the job nature.