Contact Centre Analyst (Remote)

About the role

The Contact Centre Analyst will deliver outstanding service to customers and prospects in Qatar and the UAE, handling requests, complaints and troubleshooting issues in a professional and courteous manner to ensure satisfaction.

Key responsibilities

• Handle inbound requests and complaints via phone, email, chat or face‑to‑face, routing them and providing appropriate solutions within set time limits.
• Log incidents in the CRM system, follow up to ensure resolution and maintain accurate records.
• Monitor service usage, resolve first‑level issues, and escalate complex cases when necessary.
• Prepare periodic reports on contact‑centre statistics, performance rates and quality metrics.

Required profile

• 0–2 years of contact‑centre or customer‑service experience, preferably in the retail healthcare sector.
• First‑degree in health sciences or a related field is preferred.
• Fluent in Arabic and English, with strong verbal and written communication skills.
• Excellent phone and email etiquette, active listening and conflict‑resolution abilities.

Required skills

• Proficiency with Microsoft Office applications.
• Experience using CRM software for incident tracking and reporting.