About QNB ALAHLI
QNB ALAHLI is one of the leading financial institutions in
Egypt established in April1978 and ranked as the second largest private bank in
Egypt
QNB ALAHLI provides its services for
more than 1,193,058 clients served by + 6,791 banking professionals with a
network of 227 branches, along with 487 ATMs & +23,942 Point-of-Sale to
serve clients nationwide. Further, a distinctive Call center operates round the
clock 7 days a week
Customer Service Representative – Outsourced contract basis
Job Summary
Act as a primary contact point for QNBAA
clients/nonclients. Answer incoming calls received, respond to inquiries,
manage complaints, identify significant customer service problems, and provide
general information
Duties & Responsibilities
Handle all customer inquiries & requests
Identify and escalate issues to Team Leader
Provide product and service information to clients. Cross
sell products and services to clients & non- clients according to Contact
Center processes
Document all call information on the relevant systems
Send all customer inquiries, requests, appointments, &
referrals to the network & related head office departments
Determine customers’ needs and achieve customer
satisfaction
Answer & process clients’ inquiries, requests &
complaints received according to Contact Center processes
Suggest ideas to enhance the service level offered to the
clients
Handle campaigns if availability of queuing needs, for
example (covering shortage, crisis, huge campaign, etc….)
Ensure the correct functioning and implementation of the
Permanent Supervision Compliance and Money Laundering, Operational Risk, and
Workplace Success Guidelines whenever and wherever possible
Adhere to QNB ALAHLI policies & procedures in order to
guarantee that QNB ALAHLI business is conducted in compliance with Local Laws,
Internal Rules & Regulations, as well as, International Standards
Job Specifications
Education
Bachelor’s Degree in marketing, Business Administration or
Commerce
Experience
0-2 years of experience in the related field
Skills
Handling Skills and Customer Oriented
Attitude
Excellent Interpersonal & selling skills
High communication skills, especially verbal
Ability to work under pressure & shifts basis
Good knowledge of computer and telephony Environment Fluency in Arabic and English written/spoken
Working Conditions
Located in the Contact Center
Changeable working hours involving
irregular shifts