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
Key Interactions
Competencies
Communication
Customer Service
Integrity/Ethics
Interpersonal Skills
Quality
Risk Management
Strategic Thinking/Management
Teamwork
Skills
Ability to work under pressure
Accuracy and attention to detail
Communications
Extensive knowledge of the banking sector in Qatar and the region
Knowledge of Retail Banking Industry and branch banking
Numerical skills
Risk Management
Time Management skills
The Commercialbank of Qatar was established in 1975 as the first wholly owned private commercial bank in Qatar. Initially capitalized at QR 10 million it has grown and prospered over the years to become an important regional Bank with capital and reserves of over QR 2.90 billion and a total assets book of QR 19.0 billion as at 30.09.2005. It has been profitable in every year since its foundation and has paid dividends annually. The Bank offers a comprehensive range of Corporate, Retail and Investment services through a network of 23 branches, sales offices/pavilions, 78 ATM's, 26 Deposit Machines, Internet Home Banking and the largest EFTPOS network in the country. The Bank has played an active role in support of Government strategy for the industrial development of Qatar. It has participated in the finance of all major projects to this time. Commercialbank is a progressive and innovative organization dedicated to developing its people to their full potential. To attract and retain talented people with the right skills, we offer a competitive reward package, subject to qualifying conditions, which includes a comprehensive range of benefits to drive excellent performance.