QNB3278 - Associate Customer Care Call Center (Qatarization)

About QNB

Established in 1964 as the country’s first Qatari-owned commercial bank, QNB Group has steadily grown to become the largest bank in the Middle East and Africa (MEA) region.

QNB Group’s presence through its subsidiaries and associate companies extends to more than 31 countries across three continents providing a comprehensive range of advanced products and services. The total number of employees is more than 28,000 serving up to 20 million customers operating through 1,000 locations, with an ATM network of 4,300 machines.

QNB has maintained its position as one of the highest rated regional banks from leading credit rating agencies including Standard & Poor’s (A), Moody’s (Aa3) and Fitch (A+). The Bank has also been the recipient of many awards from leading international specialised financial publications.

Based on the Group’s consistent strong financial performance and its expanding international presence, QNB currently ranks as the most valuable bank brand in the Middle East and Africa, according to Brand Finance Magazine.

QNB Group has an active community support program and sponsors various social, educational and sporting events.

Job Purpose Summary

The incumbent will be primarily responsible for conducting business over the telephone and utilize advanced contact technology to provide utmost customer service.

Essential Duties & Responsibilities By Dimensions

• Shareholder & Financial:
• Achieve Key Performance Indicators (KPIs) like average time taken to answer calls, average time taken to resolve queries/ process, number of call requests attended to in a day, number of call requests closed/ actioned during the day and etc. for the entire Customer Care Center
• Implements KPI’s and best practices for Officer, Customer Care Call Center
• Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
• Act within the limits of the powers delegated to the incumbent
• Customer (Internal & External):
• Ensure that customer queries/ requests are attended to immediately without any loss of time and opportunity.
• To assist customers in all their queries on Bank’s product and seek solution to their requests.
• Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.
• Build and maintain strong/effective relationships with related departments/units to achieve the Group’s objectives.
• Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.
• Internal (Processes, Products, Regulatory):
• Responsible for responding to incoming client calls in accordance with quality and customer service standards.
• Ensure that customers are provided with complete and accurate product information and thorough buying advice.
• Follow Data Protection (KYC).
• Acquire training to gain service and product knowledge on; accounts, loans, cards,, branch working hours/locations; ATM locations etc. and be able to conscientiously carry out Customer Care Call Center duties.
• Protect the positive image of the Group through professional phone interaction.
• Deal with all customer requests/ complaints in a professional way to bring about a positive outcome.
• To assist customers in all their queries on Bank’s product and seek solution to their requests.
• Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.
• Adhere to the Group’s data protection policies/ procedures at all times
• Learning & Knowledge:
• Possess a good knowledge of the entire banking products provided through the customer care call center and related risks together with a working knowledge of Customer Care Call Center operations and control.
• Actively participate in staff meetings for performance assessment and guidance and discuss and resolve concerns/ issues, if any.
• Identify related areas for professional development of self.
• Proactively identify areas for professional development of self and undertake development activities.
• Seek out opportunities to remain current with all developments in professional field.
  
  

Education And Experience Requirements

• High School
• Diploma degree graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study),
• No years of experience required
  
  

Note: you will be required to attach the following:

• Resume/CV
• Passport
• QID
• Education Certificate
• Birth Certificate