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Associate

1.00 to 10.00 Years   Al Wakrah, Qatar   08 May, 2024
commercial bank of qatar
1 Jobs Openings
Job LocationAl Wakrah, Qatar
EducationNot Mentioned
SalaryNot Mentioned
IndustryBanking
Functional AreaNot Mentioned

Job Description

Job SummaryProvide first class customer service on the telephone by answering all calls in a professional manner and resolving queries to the satisfaction of the customer.Key Responsibilities:

  • Ensure each call is answered in an accurate & professional manner.
  • Prepare and pass on in a timely manner all documentation relevant to the call for action by the unit / concerned department.
  • Maintain statistics on all calls received and pass this information through the system
  • Notify Supervisor and Team Leader of all complaints relating to services, products and delivery
  • Adhere to the roster and be flexible on shift duties including weekends & holidays
Key Accountabilities
  • ACD talk time/Occupancy
  • Calls answered within the set threshold
  • Product knowledge & customer service
  • Customer satisfaction rate (Monitoring & Coaching)
  • IVR C-SAT scores
Other AccountabilitiesInternal:Team LeadersDaily reporting.All customer related challenges and issues to be immediately raised with Team leaders.ManagersIn the absence of the Team Leaders, approach help from ManagersTrainer /CoachFor quality feedback and training requirements Key InteractionsExternal:CB Contact Center StaffHighlight challenges/feedback to CB managementCB CustomersHandle all Retail customer calls within the set threshold and provide service in a professional manner and resolve customer queries. CB OtherTo find resolution / Clarifications

Keyskills :

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