Responsible for handling QNB ALAHLI clients & non clients calls to achieve high quality service.
Duties & Responsibilities:
1. Handle all customer inquiries & requests.
2. Send all customer inquiries & requests to the network & related head office departments.
3. Determine customers’ needs and achieve customer satisfaction.
4. Answer & process clients’ inquiries, requests & complaints received according to Call Center processes.
5. Escalate calls to the Inbound Channel Team Leader if necessary.
6. Organize appointments/send messages to inbound Channel Team Leader.
7. Cross sell products and services to clients & non- clients according to Call Center processes.
8. Suggest ideas to enhance the service level offered to the clients.
9. Handle outbound campaigns if availability of queuing needs. for example (covering shortage, crisis, huge campaign, etc….).
10. Ensure the correct functioning and implementation of the Permanent Supervision, Compliance and Money Laundering, Operational Risk, and Workplace Success Guidelines whenever and wherever possible.
11. 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.
Education:
Bachelor Degree in Marketing, Business Administration or Commerce with a minimum overall grade: Very good
Experience:
0-2 years’ experience in a related field
Skills:
1. Handling Skills and Customer Oriented Attitude
2. Excellent Interpersonal & selling skills
3. High communication skills, especially verbal
4. Ability to work under pressure & shifts basis
5. Good knowledge of computer and telephony Environment
6. Fluency in Arabic and English written/spoken
