Customer Service Representative at QNB Bank

Job Summary:

Act as a primary contact point for QNBAA clients/nonclients.  Answer incoming calls received, respond to inquiries, manage complaints, identify significant customer service problems, and provide general information.

Duties & Responsibilities: 

  • Handle all customer inquiries & requests.
  • Identify and escalate issues to Team Leader.
  • Provide product and service information to clients. Cross sell products and services to clients & non- clients according to Contact Center processes.
  • Document all call information on the relevant systems.
  • Send all customer inquiries, requests, appointments, & referrals to the network & related head office departments.
  • Determine customers needs and achieve customer satisfaction.
  • Answer & process clients inquiries, requests & complaints received according to Contact Center processes
  • Suggest ideas to enhance the service level offered to the clients.
  • Handle campaigns if availability of queuing needs, for example (covering shortage, crisis, huge campaign, etc….).
  • Ensure the correct functioning and implementation of the Permanent Supervision, Compliance and Money Laundering, Operational Risk, and Workplace Success Guidelines whenever and wherever possible
  • Adhere to QNB ALAHLI policies & procedures in order to guarantee that QNB ALAHLI business is conducted in compliance with Local Laws, Internal Rules & Regulations, as well as, International Standards.

 

Job Specifications:  

Education:    

  • Bachelors Degree in marketing, Business Administration or Commerce

Experience: 

  • 0-2 years of experience in the related field

Skills:  

  • Handling Skills and Customer Oriented Attitude
  • Excellent Interpersonal & selling skills
  • High communication skills, especially verbal
  • Ability to work under pressure & shifts basis
  • Good knowledge of computer and telephony Environment Fluency in Arabic and English written/spoken

Working Conditions:  

  • Located in the Contact Center
  • Changeable working hours involving irregular shifts

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