Customer Service Representative

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.

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:    

• Bachelor’s 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