QNB2930-Senior Associate Customer Service Executive

2 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time
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.

Role Summary

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 the 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 call center executive is absent or busy.
  13. Abide by the Policies and Procedures developed for maintaining the Information Security for the QNBFS and shall take on active responsibilities in achieving, managing and maintaining the ISO 27001 standard.
  14. Work in accordance with Company standards, the regulation 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 front desk professional preferably in a brokerage company.

Additional Required Skills
  • Excellent professional track record.
  • Computer literate with the ability to learn QE & QNBFS customer service software applications.
  • Brokerage sales experience is not mandatory but financial services experience is mandatory.
  • Excellent verbal and written communication skills.
  • Fluent in English & Arabic.
  • Strong relationship management and business development/sales skills.
  • Pleasant manner.
Note: you will be required to attach the following:
  • Resume / CV
  • Copy of Passport or QID
  • Copy of Education Certificate
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