QNB
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.

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