Senior Associate Customer Service Executive

3 days ago

Doha, Baladīyat ad Dawḩah, Qatar Qatar National Bank Full time

You'll be responsible for the front desk operations at the Company's office. First point of contact with the walk-in customers. Provide a solution or direct the customer to the right person. Project a professional company image through in-person and phone interaction.

Role Description:
  1. Establish account set up for Qatari and non-Qatari clients.
  2. Generate viable leads and forward them through the appropriate channels as defined by the internal processes.
  3. First point of contact for all walk-in customers.
  4. Greet the walk-in customers and present a good image of the Company.
  5. Listen to the customer and assess his/her requirements.
  6. Provide correct form to the customer to make his/her request in writing and pass it on to the relevant departments for processing with appropriate documentation.
  7. Take customer inquiries about new account opening in person and through the internet.
  8. Take customer complaints and direct those to appropriate departments.
  9. Ensure maintenance of service standards.
  10. Perform the role of front office.
  11. Provide a tracking number to all requests and update details in the system.
  12. Manage the Telephone System when the call center executive is absent or busy.
  13. Abide by the Policies and Procedures developed for maintaining the Information Security for the QNBFS and take on active responsibilities in achieving, managing, and maintaining the ISO 27001 standard.
  14. Work in accordance with Company standards, regulations, and ethics, and maintain licensed status.
  15. Generate and provide new ideas for customer relationship and customer retention.
  16. Ensure high standards of confidentiality and ethics to safeguard commercially sensitive information.
  17. Other duties as assigned for special projects.
Qualification:

University Graduate with 3+ years' experience as a front desk professional, preferably in a brokerage company.

Additional Required Skills:
  1. Excellent professional track record.
  2. Computer literate with the ability to learn QE & QNBFS customer service software applications.
  3. Brokerage sales experience is not mandatory, but financial services experience is mandatory.
  4. Excellent verbal and written communication skills.
  5. Strong relationship management and business development/sales skills.
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