Associate Customer Service

 

Description:

The incumbent is mainly responsible for providing efficient, friendly and quality service to customers; answering queries, providing information and guiding customers through various banking procedures; marketing the Group’s products and services and encouraging customers to increase their business with the Group.

Essential Duties & Responsibilities by Dimensions::
 

  • Shareholder & Financial:
  • Proactively market the Group’s products to increase sales volume and profitability, and to achieve or exceed set targets and goals.
  • Strive to be mindful of Key Performance Indicators (KPIs) for branch customer service performance monitoring and quality measurement purposes.
  • Customer (Internal & External):
  • Enhance the Group’s image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.
  • Attends and resolves all customer queries at the branch within specified TAT to ensure customer satisfaction.
  • Cross-sell products to customers and leverage on existing customer base to improve profitability while driving customer retention.
  • Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.
  • Build and maintain strong and effective relationship with branch customers and all other related units of the Group to achieve goals/objectives.
  • Internal (Processes, Products, Regulatory):
  • Act as the first point of contact for customers, especially for new customers, answer their queries and provide information about various products and services offered by the Group.
  • Perform certain customer related tasks such as posting account opening, customer data maintenance, issue of balance/no liability certificates etc.
  • Assist customers in filling out various forms and applications as requested such as opening an account; applying for an ATM, credit cards and checkbook; standing order instructions etc.
  • Coordinate with tellers and branch operations staff on an “as is needed” basis to ensure smooth operations, and timely and friendly service delivery.
  • Receive loan applications from customers and prepare the corresponding loan agreements, prepare Foreign Bills for Collection (FBC) requests, check dormant accounts, and approve customers’ signatures.
  • Should be able to assume teller or branch operations staff responsibilities at peak times, or whenever necessary.
  • Refer to Head of Customer Service for any unresolved queries on transactions handled.
  • Monitors the service standards operational in the branches and looks for creative ways to improve service delivery.
  • Ensures compliance to internal service quality standards and compliance to audit requirements
     

Education/Experience Requirements::
 

  • University degree/Diploma Degree or High School Degree with Experience in similar field (min. of 4 years experience for highschool graduates).
  • Awareness of branch customer service practices and regulations.

Organization QNB Group
Industry Customer Service / Tele Marketing / Tele Sales Jobs
Occupational Category Associate Customer Service
Job Location Doha,Qatar
Shift Type Morning
Job Type Full Time
Gender No Preference
Career Level Intermediate
Experience 2 Years
Posted at 2023-12-27 7:24 am
Expires on 2024-12-05