Job Description

Job descriptionJob Purpose SummaryThe incumbent is primarily responsible to support the Customer Relationship Executives / Managers in managing and servicing QNB First account holders, including the timely provision of excellent banking services and ensuring all transactions instructed by the customer are completed in timely, manner handling day to day queries from customer professionally and handling customer in the branch premises.Essential Duties & Responsibilities by DimensionsA. Shareholder & Financial:- Ensure complete support to their respective Customer Relationship Managers and Executives 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.- Implements KPI’s and best practices for Associate, QNB First Customer Service- 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):- 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 not only to solve customer requests but 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.