QNB Egypt succeeded to maintain its status as a strong player in the Egyptian market and was admirably able to achieve a remarkable growth in loans & deposits portfolios, growth of market share, increase returns, and maintaining sound asset quality and cost ratios. This has come as a result of its strategy to remain a committed business partner to its clients during all times through balanced policies to navigate through the prevailing challenges, all of which heading to remain the customers’ first choice bank through excellent customer service.
About the job
Job Summary:
Act as a primary contact point for QNB clients/nonclients. Answer incoming calls received, respond to inquiries, manage complaints, identify significant customer service problems, and provide general information.
Duties & Responsibilities:
1.Handle all customer inquiries & requests.
2. Identify and escalate issues to Team Leader
3. Provide product and service information to clients. Cross sell products and services to clients & nonclients according to Contact Center processes and set the needed appointments with concerned Network.
4. Document all call information on the relevant systems.
5. Send all customer inquiries, requests, appointments, & referrals to the network & related head office departments.
6. Determine customers’ needs and achieve customer satisfaction.
7. Answer & process clients’ inquiries, requests & complaints received according to Contact Center processes.
8. Suggest ideas to enhance the service level offered to the clients.
9. Handle campaigns if availability of queuing needs, for example (covering shortage, crisis, huge campaign, etc….).
10. Replace the Customer Service Team Leader in case of unavailability.
11. Assist the Customer Service Team Leader in providing guidance & advice to the team members.
12. Ensure the correct functioning and implementation of the Permanent Supervision, Compliance and Money Laundering, Operational Risk, and Workplace Success Guidelines whenever and wherever possible.
13. Adhere to QNB policies & procedures in order to guarantee that QNB business is conducted in compliance with Local Laws, Internal Rules & Regulations, as well as International Standards.
Education:
Bachelor’s Degree in marketing, Business Administration or Commerce
Experience:
- 0-2 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