Customer Service Representative – Outsourced contract basis
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
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