Customer Service Advisor

Commercial Bank; Doha; On-site; QAR 30,000 - 60,000; Full time

Job summary

An established industry player seeks a Customer Service Advisor to deliver exceptional client experiences at Branches and Premium Banking Hubs. This role is vital in addressing customer transaction needs, acting as a digital concierge, and providing solutions to client complaints. The ideal candidate will have a Bachelor's degree in a business-related field and possess strong customer service and communication skills. If you are passionate about enhancing customer experiences and building lasting relationships, this opportunity is perfect for you.

Qualifications

• Strong customer service skills to address client needs effectively.
• Ability to build relationships and trust with clients.

Responsibilities

• Manage banking transaction traffic and provide holistic solutions.
• Generate sales leads and meet personal sales targets.

Skills

Customer Service Skills

Communication Skills

Sales Skills

Problem-Solving Skills

Education

Bachelor's Degree in Business

Job description

Job Summary

Customer Service Advisor is the primary point of contact for clients at Branches & Premium Banking Hubs. Responsibilities include:

1. Addressing customers' transaction needs at the point of contact.
2. Acting as a digital concierge and educating clients on mobile functionality.
3. Providing prompt and holistic solutions to client complaints independently.
4. Identifying clients' product needs, offering basic products (deposits, cards, PL & insurance), and referring for high-value transactions (Investments, Mortgages) to Specialists.

The key responsibility of the role is to deliver delightful client experiences at all interaction stages and customer touchpoints.

Key Accountabilities

1. Manage and digitize incoming banking transaction traffic at Branches & Premium Banking Hubs.
2. Build sustainable relationships and trust with customers through open and engaged communication.
3. Maintain a well-presented appearance in manners, dress, and attitude.
4. Identify and assess client needs holistically at the point of contact and deliver delightful experiences.
5. Collect customer feedback on product ranges and new releases, prepare reports, and collaborate with product teams to deliver desired solutions.
6. Generate sales leads based on client needs assessment.
7. Provide accurate and complete information using the right tools and processes.
8. Meet personal and team sales targets and call handling quotas.
9. Handle customer complaints, providing solutions and follow-up to ensure resolution.
10. Follow communication procedures, guidelines, and policies.
11. Track customer experiences across online and offline channels.
12. Collaborate with other retail teams to enhance customer service and brand awareness.
13. Align customer experience strategies with marketing initiatives and inform customers about new features.
14. Perform product tests, evaluate after-sales support, and facilitate improvements.
15. Document processes, log technical issues, and record customer compliments and complaints.
16. Identify customer needs and proactively maintain positive experiences.
17. Develop feedback surveys.
18. Schedule in-person and video meetings with customers and prospects as needed.
19. Show appreciation for loyal clients and improve overall brand experience.

Education

Bachelor's Degree in a business-related major.