Job Summary:

Act as a primary contact point for QNBs 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 QNBs policies & procedures in order to guarantee that QNBs business is conducted in compliance with Local Laws, Internal Rules & Regulations, as well as, International Standards. 

Job Specifications:  

Education:    

Bachelors Degree from a reputable university.

Experience: 

0-3 years of experience in the related field 

Location:  

6 October (Industrial Area)

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.