Customer Service Officer

3 weeks ago

Doha, Qatar Qatar National Bank Full time

Important

***:
**Please fill in the QNB - Application Form before proceeding with your Online Application**:
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Step 1: Click the link above, Download the file, fill and sign the QNB - Employment Application Form & Relatives Degree Declaration Form

**Important Note**:
Please write "**N/A**" or "**None**" or "**لا يوجد**" incase there are no relatives working for QNB and **sign**

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Job Purpose Summary

The incumbent is mainly responsible for providing efficient, friendly and quality service to customers; answering queries, providing information and guiding customers through various banking procedures; marketing the Group’s products and services and encouraging customers to increase their business with the Group.

Essential Duties & Responsibilities by Dimensions

**Shareholder & Financial**:

- Proactively market the Group’s products to increase sales volume and profitability, and to achieve or exceed set targets and goals.
- Strive to be mindful of Key Performance Indicators (KPIs) for branch customer service performance monitoring and quality measurement purposes.

**Customer (Internal & External)**:

- Enhance the Group’s image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.
- Ensure customer satisfaction all times and resolve customer complaints timely and effectively.
- Attend and resolve all customer queries at the branch within specified TAT to ensure customer satisfaction.
- Cross-sell products to customers and leverage on existing customer base to improve profitability while driving customer retention.
- Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.
- Build and maintain strong and effective relationship with branch customers and all other related units of the Group to achieve goals/objectives.

**Internal (Processes, Products, Regulatory)**:

- Act as the first point of contact for customers, especially for new customers, answer their queries and provide information about various products and services offered by the Group.
- Perform certain customer related tasks such as posting account opening, customer data maintenance, issue of balance/no liability certificates etc.
- Coordinate with tellers and branch operations staff on an “as is needed” basis to ensure smooth operations, and timely and friendly service delivery.
- Should be able to assume teller or branch operations staff responsibilities at peak times, or whenever necessary.
- Refer to Head of Customer Service for any unresolved queries on transactions handled.
- Monitor the service standards operational in the branch and look for creative ways to improve service delivery.
- Ensure compliance to internal service quality standards and compliance to audit requirements.

**Learning & Knowledge**:

- Possess working knowledge of branch customer service to carry out duties and responsibilities.
- Identify related areas for professional development of self.

**Qualifications**:
**Education/Experience Requirements**:

- High School Certificate.
- Awareness of branch customer service practices and regulations.

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