Full job description
Business Unit: QNB – Qatar
Division: Retail Banking
Department: Retail Banking
Country: Qatar
Closing Date: 01-Jul-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.
Important:
Please fill in the QNB Relatives Declaration Form before proceeding with your Online Application
Click Here to Download Relatives Form
Step 1: Click the link above, Download the file, fill and sign the QNB – Employment Application Form & Relatives Degree Declaration Form
Step 2: Attach the completed form when you reach the “Required Attachments” tab during this online application
Important Note:
Please write “N/A” or “None” or “لا يوجد” incase there are no relatives working for QNB and sign
Please be sure to apply accurate information to the form
Please be sure to sign all the pages and correctly write the date
Kindly add to the ‘Attachments’ tab named “QNB Relatives Declaration Form”
Job Purpose Summary:
The incumbent will be primarily responsible for conducting business over the telephone and utilize advanced contact technology to provide utmost customer service.
Essential Duties & Responsibilities by Dimensions:
Essential Duties & Responsibilities by Dimensions:
Shareholder & Financial:- Achieve telemarketing objectives with the aim of contributing to volume, revenue, and profit targets.
Customer (Internal & External):
- Carry out telemarketing activities in accordance with quality and customer service standards.
- Ensure that customers are provided with complete and accurate product information and thorough buying advice.
- Build and maintain strong and effective relationship with all other related units to achieve the Group’s goals/ objectives.
Internal (Processes, Products, Regulatory):- Acquire training to gain service and product knowledge on; accounts, loans, cards, Al-Islami, branch working hours/locations; ATM locations etc. and be able to conscientiously carry out telemarketing duties.
- Protect the positive image of the Group through professional phone interaction.
- Deal with all customer requests/ complaints in a professional way to bring about a positive outcome.
- Follow-up on customer inquires not immediately resolved.
- Recognize, document and alert the supervisor of trends in customer calls and recommend possible process improvements.
- Diligently implement tele-sales guidelines.
- Adhere to the Group’s data protection policies/ procedures at all times
- Learning & Knowledge:
- Possess a good knowledge of the entire banking products provided through the customer care center and related risks together with a working knowledge of front office operations and control.
- Actively participate in staff meetings for performance assessment and guidance and discuss and resolve concerns/ issues, if any.
- Identify related areas for professional development of self.
Note: you will be required to attach the following:
1. Resume / CV
2. Qatari ID
3. Passport Copy
4. Educational Certificates – Degree
5. Birth Certificate
6. Employment Form
Resolve individual customer issues, uncover improvements, and troubleshoot and report customer experience vulnerabilities.
Answering questions or inquiries that the customer needs to know.
Providing high-quality service that meets all customer needs and enhances their level of satisfaction.
Research and view the latest information and products of the company and review the company’s policy from time to time.
Evaluating the customer experience, writing notes, and sending reports to management periodically.
Conducting customer surveys to get their opinions and observations about the product or service they are receiving.
Helping the company grow better by achieving customer satisfaction.
Responding quickly to customers, empathizing with them, understanding the problem they face, and providing the support and advice they need.
Persuading potential customers to buy the product or try the service provided by the company.
