Associate, CET (7278) – CBQ

Commercial Bank of Qatar

Requisition ID – 7278

Wakrah (L000L036)

Qualification & Experience:

• Bachelor degree or equivalent

• Follow and abide the rules and regulations of the bank, CBIS and internal Contact Centre.

• Providing accurate and complete information to customers

• Prepare and pass on in a timely manner all documentation relevant to the call for action by the unit/concerned department.

• For Sadara or Private Banking customers, escalate customer challenges to RMs immediately for notification and resolution.

• Participate in training or development activities to improve own skills and knowledge.

• Highlight potential process improvements to Team Leaders.

Roles and Responsibilities:

• Contribute to ensure call centre accessibility and SLA by adherence to the shifting and schedule assigned and answer calls timely.

• Ensure each inbound interaction (calls or non-calls) are handled in an accurate & professional manner as per guidelines and procedures to ensure customer satisfaction and mitigate risk.

• Handle queries and complaints to ensure quality of resolution within TAT.

• Perform cross sell, digital migration or other initiatives as required by Contact Centre management.

• Seek and promote feedback from customers via CSAT or survey for quality improvements.

• Immediately escalate potential risk issues or customer dissatisfaction to Team Leaders.