Role Summary :
The QNB 1st Customer Service Executive will be primarily responsible to support the Customer Relationship Executives / Managers in managing and servicing QNB London 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. Role Description :
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.
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.
Enhance the Group’s image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.
Acceptance of working in shifts that are either morning plus evening or together within the approved timing as per the banks policies
Work with the QNB First Relationship Managers and other managers to identify gaps in the QNB First service
Work with the Customer Relationship Executives and Managers s to solve problems that might arise from complaints and difficulties in customer communication
Fully manage the implementation of customer products, services and applications based on the efficiencies and turnaround times as per QNB’s published service quality.
applying for an ATM, credit cards and checkbook; standing order instructions etc.
Perform certain customer related tasks such as posting account opening, customer data maintenance, issue of balance / no liability certificates etc.
Maintain QNB First customer’s personal information data and enquiry list under-control using tracking system(s).
Maintain QNB First customer service area files, database, records, registers and logs under control.
Provides authorization requests and downloads as necessary to ensure smooth running of the daily work and to be updated on a regular basis.
Refer to QNB First Service Manager for any unresolved queries on transactions handled.
Possess working knowledge of customer relationship management to carry out duties and responsibilities.
Identify related areas for professional development of self and act to enhance professional development.
Adhere to standards of confidentiality to safeguard commercially sensitive information
The successful candidate will :
Possess working knowledge of customer relationship management to carry out duties and responsibilities
Have a Bachelor’s degree in Business Management or relevant
Have at least 4 years relevant experience related to handling priority customer relationships in a major banking institution.
Awareness of high net worth customer relationship practices and regulations.
Good knowledge and experience in handling customers’ portfolio
Good banking knowledge of liabilities and assets products and their implementation