Customer Service Advisor – Commercial Bank of Qatar

Key Accountabilities

–   Manage & Digitize incoming banking transaction traffic at Branches & Premium Banking Hubs

–   Build sustainable relationships and trust with customer through open and engaged communication model

–   Well presented in terms of manners, dress, turnout and client attitude. 

–   Identify and assess client needs holistically at point of contact & deliver delightful experiences

–   Collect customer feedback on product ranges and new releases, as well as preparing reports, and work as client advocates with product teams to collaboratively deliver desired product / service solutions.

–   Generate sales leads at point of contact based on assessment of client needs. 

–   Provide accurate, valid and complete information by using the right tools & process

–   Meet personal/customer service team sales targets and call handling quotas

–   Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

–   Follow communication procedures, guidelines and policies

–   Tracking customer experiences across online and offline channels.

–   Collaborating with other Retail teams to enhance customer services and brand awareness.

–   Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.

–   Performing product tests, evaluating after-sales and support services, and facilitating improvements.

–   Documenting processes and logging technical issues, as well as customer compliments and complaints

–   Identifying customer needs and taking proactive steps to maintain positive experiences.

–   Developing feedback surveys

–   Scheduling in-person and video meetings with customers & prospects as and when needed.

–   Thinking of ways to show appreciation for loyal clients and improving overall brand experience

Job Details

Preferred Candidate

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