Customer Relationship Management Specialist

2 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar Talent Pal Full time
About QNB

Established in 1964, QNB Group has grown to become the largest bank in the Middle East and Africa region. With a presence in over 31 countries, the bank provides a comprehensive range of advanced products and services.

QNB has maintained its position as one of the highest rated regional banks, with a strong financial performance and expanding international presence. The bank has received numerous awards from leading international specialized financial publications.

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

Job Purpose Summary

The incumbent is responsible for supporting Customer Relationship Managers in managing and servicing QNB First account holders. This includes providing excellent banking services, ensuring timely transaction completion, and handling customer queries professionally.

Essential Duties & ResponsibilitiesA. Shareholder & Financial
  • Support Customer Relationship Managers in handling customer queries, complaint handling, and timely complaint resolution.
  • Enhance customer satisfaction through seamless service delivery to maximize customer profitability and acquisition.
  • Formulate customer retention strategies to minimize attrition and grow the QNB First customer portfolio.
  • Implement KPIs and best practices for Associate Customer Relationship Management QNB First.
  • Promote cost consciousness and efficiency to minimize costs and optimize benefits for the bank.
B. Customer (Internal & External)
  • Ensure high standards of customer service and proactive contact with customers visiting the branch.
  • Follow up on every issue and ensure complete satisfaction and maximum utilization of the product or services sold to customers.
  • Get involved with database management, loyalty programs, or direct marketing processes to communicate with customers about new product launches or promotional campaigns.
  • Provide service excellence for QNB First customers, ensuring confidentiality and honesty with all related issues.
C. Internal (Processes, Products, Regulatory)
  • Work in shifts as approved by the bank's policies.
  • Work with QNB First Relationship Managers and other managers to identify gaps in the QNB First service.
  • Assist customers in filling required QNB documents, such as forms and applications.
  • Maintain QNB First customers' personal information data and enquiry list using tracking systems.
D. Learning & Knowledge
  • Possess working knowledge of customer relationship management to carry out duties and responsibilities.
  • Proactively identify areas for professional development and undertake development activities.
Education/Experience Requirements
  • Bachelor's degree in Marketing, Banking, Finance, Accounting, Economics, Business Administration, or Information Technology.
  • No years of experience required.

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