Call Center Representative - Customer Service
GUTHMI Group
Job Description
GUTHMI Group in Doha is hiring a Call Center Representative to handle customer service, order management, and sales support. You will answer calls, update customer records, process orders, coordinate deliveries, and resolve complaints while promoting products and offers over the phone.
## Responsibilities
*Customer Service*
- Answer inbound calls using the company’s approved formal scripts
- Collect customer contact details, verify against the database, and update or add new records
- Provide full customer service: register orders, check order status, confirm product availability
- Transfer customers to product specialists for detailed product explanations, color/quantity advice, and samples
- Handle customer inquiries and complaints, resolve within authority or escalate to manager
*Order & Delivery Follow-up*
- Coordinate with delivery staff and drivers to resolve shipping issues or arrange alternative items
- Use the inventory system to check stock levels
- Enter invoice and order data accurately and confirm product codes with customers
- Finalize phone sales contracts according to company credit and procedure policies
- Liaise with warehouses to solve customer issues
- Apply company return and exchange policies
*Product Knowledge & Sales*
- Stay fully informed on offers and new products and present them effectively
- Ensure promoted items are in stock
- Proactively offer slow-moving products by phone to boost sales
- Understand technical abbreviations used in the product catalogue
## Requirements
- Excellent Arabic communication skills with ability to use formal customer service language
- Basic PC skills and familiarity with CRM, inventory, and order entry systems
- Strong attention to detail for data entry and documentation
- Customer-focused with problem-solving and complaint-handling skills
- Knowledge of sales, return, and exchange procedures is a plus
- Ability to multitask in a fast-paced call center environment
## Why This Role Matters
As the first point of contact, you directly impact customer satisfaction and sales. This role provides practical experience in customer service and retail operations within GUTHMI Group in Qatar.