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  

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