الصفحة الرئيسية قطر Customer Service Manager

الصفحة الرئيسية قطر Customer Service Manager

Customer Service Manager

دوام كامل في a Laimoon Verified Company في Qatar
نُشرت يوم February 2, 2025

تفاصيل الوظيفة

Job Summary: The incumbent is mainly responsible for leading a team of customer service Executives and Officers in providing efficient, friendly and quality service to the Bank's First customers; answering queries, providing information and guiding customers through various banking procedures; marketing the Group’s products and services and encouraging customers to increase their business with the Group. Essential Duties & Responsibilities by Dimensions:

  1. Shareholder & Financial:
    1. Proactively market the Group’s products to increase sales volume and profitability, and to achieve or exceed set targets and goals.
    2. Suggest Key Performance Indicators (KPIs) for branch customer service performance monitoring and quality measurement purposes.
    3. Implement KPI’s and best practices.
    4. Promote cost consciousness and efficiency and enhance productivity, to minimize cost, avoid waste, and optimize benefits for the bank.
    5. Act within the limits of the powers delegated to the incumbent and delegate authority to the respective staff and monitor exercise of the same.
    6. Demonstrate clear understanding of the important factors behind the bank's financial & non-financial performance.
  2. Customer (Internal & External):
    1. Enhance the Group’s image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.
    2. Monitor service quality indicators and take corrective measures to ensure highest level of customer satisfaction and ensure all problems/complaints/queries are handled quickly, efficiently and tactfully.
    3. Resolve escalated customer complaints and ensure timely resolution of the same.
    4. Aim to increase bank’s market share by ensuring high level of service and meeting the turnaround time for various processes as laid down.
    5. Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.
    6. Drive sales of new products, ensure proper documentation of applications and track sales targets to achieve growth.
    7. Assist customers in all their queries on Bank’s product and seek solutions to their requests.
    8. Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.
    9. Build and maintain strong/effective relationships with related departments/units to achieve the Group’s objectives.
    10. Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.
  3. Internal (Processes, Products, Regulatory):
    1. Act as the first point of contact for customers, especially for new customers, answer their queries and provide information about various products and services offered by the Group.
    2. Maintain customer services area files, database, records, registers and logs under control.
    3. Provide authorizations and downloads as necessary to ensure smooth running of the daily work.
    4. Coordinate with Tellers on an “as is needed” basis to ensure smooth operations, and timely and friendly service delivery.
    5. Lead and direct the daily activities for Customer Service unit including, but not limited to:
      1. Checking customers’ applications for different types of products and services.
      2. Checking loan applications and loan agreements before submitting the same for approvals.
      3. Authorizing customers’ signatures.
      4. Authorizing the daily work of the customer services staff.
      5. Following up dormant accounts, especially debit accounts.
      6. Preparing management reports such as monthly opened/closed accounts.
    6. Ensure implementation of all audit recommendations and minimize occurrence of any deviations during audit checks.
Skills:
  1. Bachelor degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study).
  2. At least 6 years of relevant experience, preferably within a highly rated international bank.
  3. Well-informed of branch customer service practices and regulations; with at least 2 years’ experience in local environment.
  4. Excellent oral and written communication skills (including report writing) in English and Arabic.
  5. Good interpersonal and presentation skills.
  6. Understanding of the relevant laws, regulations, and practices.
  7. Ability to make decisions and follow through with initiatives.
  8. Personal integrity and self-management.
  9. Planning, organizing, and analytical ability.
  10. Results oriented.
  11. Strong analytical skills and the ability to communicate both verbally and in writing with all levels of management.
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