Associate, CET

Job Overview

Join a leading commercial bank in Doha, Qatar as an Associate in the Contact Centre environment. This role focuses on delivering outstanding customer service by professionally managing all inbound inquiries, resolving issues effectively, and ensuring customer satisfaction.

Primary Responsibilities

• Maintain service accessibility and meet service level agreements by following assigned schedules to respond promptly to inbound communications.
• Accurately and professionally address customer interactions, including calls and non-call contacts, adhering strictly to bank procedures and policies to enhance satisfaction and mitigate risks.
• Resolve customer queries and complaints within specified turnaround times, ensuring resolution quality.
• Participate in initiatives such as cross-selling financial products and promoting digital platform migration as directed by management.
• Collect and encourage customer feedback through satisfaction surveys to drive quality improvements.
• Promptly escalate any issues posing risk or customer dissatisfaction to supervisory personnel.
• Comply fully with applicable banking rules and the internal standards of the Contact Centre.

Additional Duties

• Provide customers with accurate and comprehensive information.
• Ensure timely documentation of call-related information for further action by respective departments.
• Escalate concerns from Sadara or Private Banking clients directly to Relationship Managers to facilitate swift resolution.
• Engage in training and skill enhancement activities to improve personal performance.
• Suggest process enhancement opportunities to team leadership.

Education & Experience

• A Bachelor's degree in Business or a related discipline is required.
• Previous experience in a customer service or related role is not mandatory but considered beneficial.