QNB2822 - Outsourced contract basis - Customer Service Representative – Contact Center

  • Business Unit
    QNB - Al Ahli
  • Division
    Commercial & Marketing Division
  • Country
    Egypt
  • Closing Date
    30-Dec-2024
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.

Outsourced contract basis - Customer Service Representative.

 

Job Summary:

Act as a primary contact point for QNBAA clients/nonclients.  Answer incoming calls received, respond to inquiries, manage complaints, identify significant customer service problems, and provide general information. 

Duties & Responsibilities: 

  • Handle all customer inquiries & requests. 

  • Identify and escalate issues to Team Leader.

  • Provide product and service information to clients. Cross sell products and services to clients & non- clients according to Contact Center processes. 

  • Document all call information on the relevant systems.

  • Send all customer inquiries, requests, appointments, & referrals to the network & related head office departments. 

  • Determine customers’ needs and achieve customer satisfaction. 

  • Answer & process clients’ inquiries, requests & complaints received according to Contact Center processes 

  • Suggest ideas to enhance the service level offered to the clients. 

  • Handle campaigns if availability of queuing needs, for example (covering shortage, crisis, huge campaign, etc….).  

  • Ensure the correct functioning and implementation of the Permanent Supervision, Compliance and Money Laundering, Operational Risk, and Workplace Success Guidelines whenever and wherever possible 

  • Adhere to QNB ALAHLI policies & procedures in order to guarantee that QNB ALAHLI business is conducted in compliance with Local Laws, Internal Rules & Regulations, as well as, International Standards. 

 

Job Specifications:  

Education:    

  • Bachelor’s Degree from a reputable university.

Experience: 

  • 0-3 years of experience in the related field 

Skills:  

  • Handling Skills and Customer Oriented Attitude                                         

  • Excellent Interpersonal & selling skills 

  • High communication skills, especially verbal 

  • Ability to work under pressure & shifts basis 

  • Good knowledge of computer and telephony Environment Fluency in Arabic and English written/spoken 

  •  

Working Conditions:  

  • Located in the Contact Center

  • Changeable working hours involving irregular shifts  

Note: you will be required to attach the following:
  1. Resume/CV
  2. CV
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