Customer Service Representative at QNB Bank

About QNB ALAHLIQNB ALAHLI is one of the leading financial institutions in Egypt established in April1978 and ranked as the second largest private bank in Egypt.

QNB ALAHLI provides its services for more than 1,193,058 clients served by + 6,791 banking professionals with a network of 227 branches, along with 487 ATMs & +23,942 Point-of-Sale to serve clients nationwide. Further, a distinctive Call center operates round the clock 7 days a week.

Customer Service Representative – Outsourced contract basis:  

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:  


  • Bachelors Degree in marketing, Business Administration or Commerce


  • 0-2 years of experience in the related field


  • 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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