Customer Care Supervisor – Qatar

Role Objective


Support Service Quality Assurance activities to deliver outstanding customer service and continuous improvement of the Bank’s service standards above and beyond customers’ expectations.

Detailed Roles and Responsibilities

FINANCIAL

• Assure that all the tickets initiated on CMS are resolved as per TAT standards (2 working days)and to take appropriate action whenever the ticket closure is being delayed
• Prepare daily and monthly reports on Customer Management System Statistics for internal management purposes

CUSTOMER

• Monitor all initiated tickets raised on CMS by customers through Call Centre, Branches or other channels.
• Assure that all customers are Contacted and follow up with all customers on tickets raised.
• Assure the proper closure of all initiated tickets raised on CMS, followed by conducting a ticket closure survey

INTERNAL

• Follow up with other MAR departments on tickets that are pending and needs action
• Assure the Cancelation of CRM requests raised through CRM in the branches are legitimate
• Follow up on Escalation on issues that are not resolved in CRM and CMS
• Participate in Coaching/Feedback sessions to improve Quality Assurance across the Bank
• Develop strong relationships across the Service Quality/Call Centre team and all Divisions of the organization
• Ensure full compliance with internal and external regulatory guidelines

LEARNING AND DEVELOPMENT

• Operate as a team player within the Quality Assurance team/Call Centre and across the wider Service Quality department. Share knowledge with others to strengthen capability of the team
• Maintain a focus on self-development by spending time reading and researching new and existing products and best practice

 

Job Details

Posted Date: 2019-05-14
Job Location: Doha, Qatar
Job Role: Customer Service and Call Center
Company Industry: Banking; Finance/Economics

Preferred Candidate

Career Level: Mid Career

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