Ensure complete support to their respective CRMs in handling customer day to day queries, complaint handling and timely complaint resolution; enhance customer satisfaction through seamless service delivering to maximize customer profitability and customer acquisition.
Strive to be mindful of Key Performance Indicators (KPIs) for QNB First customer service performance monitoring and quality measurement purposes.
Formulate customer retention strategies to minimize attrition and thereby help grow the QNB First customer portfolio.
Observes and promotes cost consciousness and efficiency, and enhance productivity, to minimize costs, avoid wastes, and optimize benefits for the bank
Act within the limits of the powers delegated to the incumbent
Implements KPI’s and best practices for role
Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
Ensures high standards of customer service and proactive contact with customers visiting the branch answering their queries and providing information about the various products and services offered by QNB.
Must 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 program or direct marketing process to communicate it with their existing or new customers about any new product launch or promotional campaign
Provide “service excellence” for QNB First customers ensuring at the same time a complete sense of confidentiality and honesty with all related issues to the QNB First customers.
Must ensure to not only solve customer requests but also proactively offer ideas and insights to improve the customer's issues and challenges.
Provide information about suitable products and services offered by the Group and identify cross selling opportunities.
Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/ units to achieve improvements in turn-around time.
Provide timely and accurate information to the external and internal Auditors, Compliance, Financial Control and Risk Functions as and when required.
Acceptance of working in shifts that are either morning plus evening or together within the approved timing as per the banks policies
Work with the QNB team Management and other managers to identify gaps in the QNB First service
Work with the CRMs to solve problems that might arise from complaints and difficulties in customer communication
Fully manage the implementation of customer products, services and applications based on the efficiencies and turnaround times as per QNB’s published service quality.
Assist customers in filling all required QNB documents such as various forms and applications as requested such as opening an account; applying for an ATM, credit cards and chequebook; standing order instructions etc.
Perform certain customer related tasks such as posting account opening, customer data maintenance, issue of balance/no liability certificates etc.
Maintain QNB First customer’s personal information data and enquiry list under-control using tracking system(s).
Maintain QNB First customer service area files, database, records, registers and logs under control.
Ensure high standards of data protection and confidentiality to safeguard commercially sensitive information.
Maintaining utmost confidentiality concerning customer and internal bank information obtained during the course of business and provide such information on a need to know basis only to Senior Management of QNB, Audit and Compliance functions, and relevant Regulators.