Customer Service Advisor

Job Description: Customer Service Advisor

Job Summary:
The Customer Service Advisor is the primary point of contact for clients at Branches & Premium Banking Hubs. The role involves addressing customers’ transaction needs, acting as a digital concierge to educate clients on mobile functionality, providing prompt solutions to client complaints, identifying client product needs, and delivering delightful client experiences. The key accountability is to manage and digitize incoming banking transactions, build sustainable relationships with customers, and contribute to achieving sales targets.

Key Accountabilities:
1. Manage & Digitize incoming banking transaction traffic at Branches & Premium Banking Hubs.
2. Build sustainable relationships and trust with customers through open and engaged communication.
3. Identify and assess client needs holistically at the point of contact & deliver delightful experiences.
4. Collect customer feedback on product ranges and new releases, prepare reports, and collaborate with product teams for desired solutions.
5. Generate sales leads based on the assessment of client needs.
6. Provide accurate, valid, and complete information using the right tools & processes.
7. Meet personal/customer service team sales targets and call handling quotas.
8. Handle customer complaints, provide appropriate solutions within time limits, and ensure resolution.
9. Follow communication procedures, guidelines, and policies.
10. Track customer experiences across online and offline channels.
11. Collaborate with other Retail teams to enhance customer services and brand awareness.
12. Align customer experience strategies with marketing initiatives, informing customers about new product features.
13. Perform product tests, evaluate after-sales and support services, and facilitate improvements.
14. Document processes, log technical issues, and manage customer compliments and complaints.
15. Identify customer needs and take proactive steps to maintain positive experiences.
16. Develop feedback surveys to continually improve services.
17. Schedule in-person and video meetings with customers & prospects as needed.
18. Develop strategies to show appreciation for loyal clients and improve overall brand experience.

Competencies:
- Communication
- Customer Service
- Integrity/Ethics
- Interpersonal Skills
- Quality
- Risk Management
- Strategic Thinking/Management
- Teamwork

Skills:
- Ability to work under pressure
- Accuracy and attention to detail
- Effective communication
- Extensive knowledge of the banking sector in Qatar and the region
- Knowledge of Retail Banking Industry and branch banking
- Numerical skills
- Risk Management
- Time Management skills

Key Interactions:
This role requires collaboration with various internal teams, including Retail teams, Marketing, and Product Teams, to ensure a seamless customer experience.