Associate Customer Support Call Center

Business Unit: QNB - Qatar

Division: Retail Banking

Department: Retail Banking

Country: Qatar

Closing Date: 04-Mar-2025

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.

Job Purpose Summary:
The incumbent will be primarily responsible for managing and responding to customer support issues and concerns and provide efficient, effective and well-controlled service.

Essential Duties & Responsibilities by Dimensions:
**A. Shareholder & Financial**:

- Achieve Key Performance Indicators (KPIs) like average time taken to resolve queries/ process, number of incidents requests attended to in a day, number of incidents requests closed/ actioned during the day and etc. for the entire Customer Care Center.
- Implements KPI’s and best practices for Associate, Customer Support Call Center
- Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
- Act within the limits of the powers delegated to the incumbent

**B. Customer (Internal & External)**:

- Ensure that customer queries/ requests are attended to immediately without any loss of time and opportunity.
- To assist customers in all their queries on Bank’s product and seek solution to their requests.
- Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.
- Build and maintain strong/effective relationships with related departments/units to achieve the Group’s objectives.
- Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.

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

- Responsible for responding to incoming client incidents and prepare quick book solutions finder for every technical queries and concerns.
- Clarify client requirements; probe for and confirm understanding of requirements or problems.
- Troubleshoot, research, and analyze customer problems with the Group’s customer support call center services.
- Build and maintain long-term business to business relationship by providing personal service for customer support call center concerns.

**D. Learning & Knowledge**:

- Possess good knowledge of a Customer Care Center in a banking industry/ business.
- Possess excellent knowledge of the Group’s Customer Support Call Center services and ability to elaborate it clearly for an effective client service strategy.
- Team player exercising good communications and professional customer service skills.
- Proactively identify areas for professional development of self and undertake development activities.
- Seek out opportunities to remain current with all developments in professional field.

Education/Experience Requirements:

- Diploma or Bachelor degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study),
- No years of experience required

Note: you will be required to attach the following:
1. Resume / CV
2. Qatari ID
3. Passport Copy
4. Educational Certificates - Degree
5. Birth Certificate