Associate at Commercial Bank of Qatar – Qatar


Job Description

Key AccountabilitiesKey Performance Indicators:

  • ACD talk time/Occupancy
  • Calls answered within the set threshold
  • Product knowledge & customer service
  • Customer satisfaction rate (Monitoring & Coaching)

IVR C-SAT scores
Other AccountabilitiesInternal:Team Leaders

  • Daily reporting.
  • All customer related challenges and issues to be immediately raised with Team leaders.

Managers

  • In the absence of the Team Leaders, approach help from Managers

Trainer /Coach

  • For quality feedback and training requirements

Key InteractionsExternal:CB Contact Center Staff

  • Highlight challenges/feedback to CB management

CB Customers

  • Handle all Retail customer calls within the set threshold and provide service in a professional manner and resolve customer queries.  

CB Other

  • To find resolution / Clarifications

Job Details

Job Location
Qatar

Company Industry
Banking

Company Type
Employer (Private Sector)

Job Role
Banking

Employment Type
Full Time Employee

Monthly Salary Range
Unspecified

Number of Vacancies
Unspecified

Preferred Candidate

Career Level
Mid Career

Years of Experience
Min: 3

Residence Location
Qatar

Degree
Bachelor’s degree / higher diploma

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