Customer Service Team Lead

2 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar Qatar National Bank Full time
Job Description:

You'll be responsible for managing the front desk operations at our office, serving as the first point of contact for walk-in customers. This role requires providing solutions or directing customers to the right person while projecting a professional company image through in-person and phone interaction.

Key Responsibilities:
  1. Establish account setup for Qatari and non-Qatari clients.
  2. Generate viable leads and forward them through the appropriate channels as defined by internal processes.
  3. Serve as the first point of contact for all walk-in customers, greeting them and presenting a good image of the company.
  4. Listen to customer requirements and assess their needs.
  5. Provide correct forms to customers to make their requests in writing and pass them on to relevant departments for processing with appropriate documentation.
  6. Take customer inquiries about new account opening in person and through the internet.
  7. Take customer complaints and direct them to appropriate departments.
  8. Ensure maintenance of service standards.
  9. Perform the role of front office.
  10. Provide tracking numbers to all requests and update details in the system.
  11. Manage the Telephone System when the call center executive is absent or busy.
  12. Adhere to policies and procedures developed for maintaining information security for QNBFS and take active responsibilities in achieving, managing, and maintaining the ISO 27001 standard.
  13. Work in accordance with company standards, regulations, and ethics, and maintain licensed status.
  14. Generate and provide new ideas for customer relationship and customer retention.
  15. Ensure high standards of confidentiality and ethics to safeguard commercially sensitive information.
  16. Perform other duties assigned for special projects.

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