commercial bank of qatar Looking for Associate Jobs in Al Wakrah, Qatar Full Time

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 requirementsKey InteractionsExternal:CB Contact Center StaffHighlight challenges/feedbackto 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 :