Customer Service Advisor

Doha, Qatar

Key Accountabilities

Manage & Digitize incoming banking transaction traffic at Branches & Premium Banking Hubs
Build sustainable relationships and trust with customer through open and engaged communication model
Well presented in terms of manners, dress, turnout and client attitude.
Identify and assess client needs holistically at point of contact & deliver delightful experiences
Collect customer feedback on product ranges and new releases, as well as preparing reports, and work as client advocates with product teams to collaboratively deliver desired product / service solutions.
Generate sales leads at point of contact based on assessment of client needs.
Provide accurate, valid and complete information by using the right tools & process
Meet personal/customer service team sales targets and call handling quotas
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Follow communication procedures, guidelines and policies
Tracking customer experiences across online and offline channels.
Collaborating with other Retail teams to enhance customer services and brand awareness.
Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
Performing product tests, evaluating after-sales and support services, and facilitating improvements.
Documenting processes and logging technical issues, as well as customer compliments and complaints
Identifying customer needs and taking proactive steps to maintain positive experiences.
Developing feedback surveys
Scheduling in-person and video meetings with customers & prospects as and when needed.
Thinking of ways to show appreciation for loyal clients and improving overall brand experience