Call Center Agent

About Da Atal Baria

Company Profile Description – Da Atal Baria Da Atal Baria is a Kabul-based consulting and service company specializing in call center management, administrative support, and workforce outsourcing. We help international businesses operate more efficiently by providing well-trained Afghan professionals who deliver reliable, high-quality remote services. Our team supports clients with tailored solutions in areas such as customer service, dispatch coordination, back-office operations, and business process support allowing companies to scale without compromising quality. At Da Atal Baria, we combine local talent with global standards to create value, drive performance, and build lasting partnerships in a competitive international market.

Job Summary

We are looking for a reliable and customer-oriented Call Center Agent for the Night Shift to join our team. In this role, you will handle inbound and outbound calls, assist customers with inquiries, resolve issues, and ensure a smooth and professional customer service experience during overnight hours. The ideal candidate is calm under pressure, has excellent communication skills, and is committed to delivering high-quality service. This position requires working night shifts, including weekends and holidays as needed.

Duties & Responsibilities

• Professionally manage a high volume of inbound and outbound calls during designated night shift hours, ensuring timely and effective communication.
• Deliver exceptional customer service by actively listening to clients, accurately assessing their needs, and providing appropriate solutions or escalating issues as required.
• Maintain a thorough understanding of company products, services, policies, and procedures to ensure accurate and consistent information is conveyed to customers.
• Efficiently document all customer interactions, transactions, and feedback in the system with clarity and precision, in accordance with internal protocols.
• Adhere strictly to call center scripts and compliance standards to maintain service quality, operational consistency, and regulatory adherence.
• Demonstrate professionalism and empathy when handling difficult or sensitive situations, maintaining composure under pressure.
• Consistently meet or exceed individual performance metrics, including call handling time, first-call resolution, customer satisfaction scores, and quality assurance benchmarks.
• Collaborate with cross-functional teams to address complex issues, share insights, and contribute to continuous process improvement initiatives.
• Participate in ongoing training and development sessions to remain current on service enhancements, system updates, and communication best practices.
• Uphold the company’s values and commitment to customer satisfaction by ensuring each interaction reflects integrity, professionalism, and excellence.

Job Requirements

• Language Proficiency (Mandatory):Fluent, professional-level English is absolutely required for this role. If you are not 100% confident in speaking, understanding, reading, and writing English at a professional level, please do not apply.
• Education: High school diploma or equivalent required; associate or bachelor’s degree in a related field is a plus.
• Experience: Minimum of 1 year of experience in a call center or customer service environment preferred; night shift experience is an advantage.
• Communication Skills: Exceptional verbal and written communication skills in English; ability to communicate clearly, confidently, and courteously with diverse customers.
• Technical Proficiency: Proficient in using call center software, CRM systems, and Microsoft Office applications; ability to learn new systems quickly.
• Problem-Solving: Strong analytical and problem-solving skills with the ability to remain calm and professional in high-pressure situations.
• Attention to Detail: High level of accuracy in data entry, documentation, and follow-up.
• Time Management: Excellent organizational skills and ability to multitask and prioritize tasks effectively during overnight hours.
• Teamwork: Strong interpersonal skills and the ability to work collaboratively in a team-oriented environment.
• Availability: Must be available to work night shifts, including weekends and holidays, as required.
• Professionalism: Demonstrated reliability, punctuality, and a commitment to maintaining a high standard of customer service at all times.

Submission Guideline

Applicants must submit a short introductory video (under 2 minutes) clearly demonstrating their English communication skills.

Applications without a video will be automatically rejected.

Please ensure your video is clear, audible, and professional.

Submit your resume/CV and video together to: Hrmegaelc@gmail.com

Only complete applications meeting all requirements will be reviewed.

Please include your full name and contact information in the email subject line.

Late or incomplete submissions will not be considered.

We thank all applicants for their interest; only shortlisted candidates will be contacted.

Functional Area

Communication

Customer Service

Countries

Afghanistan

Provinces

Kabul

Submission Email

Hrmegaelc@gmail.com

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