Associate, Customer Experience Team - Commercial Bank

Overview

Join Commercial Bank as an Associate in the Customer Experience Team based in Doha, Qatar. This full-time onsite role involves delivering exceptional customer service by managing all inbound communications professionally to resolve inquiries and complaints effectively, ensuring customer satisfaction.

Key Responsibilities

• Maintain call center availability and meet Service Level Agreements by following assigned shifts and promptly answering calls.
• Handle all inbound interactions accurately and professionally according to company guidelines to maximize customer satisfaction and reduce risk.
• Resolve queries and complaints within predefined turnaround times.
• Support cross-selling, digital service migration, and other contact center initiatives as directed by management.
• Collect and encourage customer feedback via satisfaction surveys to enhance quality.
• Escalate any risks or dissatisfied customer situations immediately to Team Leaders.
• Adhere strictly to the bank's policies, CBIS norms, and internal contact center regulations.

Additional Duties

• Provide customers with precise and comprehensive information related to their queries.
• Timely documentation and communication of call-related details to relevant departments for follow-up.
• Promptly refer issues faced by Sadara or Private Banking clients to Relationship Managers for swift resolution.
• Engage in training and professional development activities to enhance job competencies.
• Identify and suggest potential process improvement opportunities to Team Leaders.

Qualifications and Experience

• Possess a Bachelor's degree in Business or an equivalent field.
• Although prior experience in service roles is not mandatory, it is considered beneficial.