Customer Service Officer (Cards)

Job description / Role

The role of the Customer Service Officer is mainly responsible in assisting the Head of Card Customer Service to achieve the set objective and to provide efficient, friendly and quality service to cardholders and merchants.

The incumbent will also ensure to educate the cardholders & merchants the use of latest technologies (viz. chip card).

Role Description:
- Your core responsibility is to act as a problem solver for cardholder and merchant by liaising the activities between branches and EBD.
- Assist the Head in providing training to customer service representatives of branches at regular intervals to enforce procedural requirements which in turn increase customer satisfaction.
- Provide training to Customer Care Centre, Branches and DSA’s.
- Recommend change in card processing process to reduce customer complaints and increase satisfaction level.
- Responsible for resolving all customer queries related to card issuing or acquiring business.
- Avoid delay in responding to customers requests/call
- Update comparative pricing structure for all Banks issuing cards in Qatar.
- Making sure that credit cardholders statements are delivered on time.
- Resolve the queries related to non-receipt of card statements and ensure that timely delivery of e-statements for cardholders.
- Compile and present relevant MIS on periodic basis for the Head of Cards, GM Retail Banking and the Group’s executive management.
- Conduct reviews of the various card products in use at periodic intervals and provide a feedback on their performance to the Head of Cards.
- Monitor and manage the day-to-day relationships with external Direct Sales Agents (DSAs).
- Hold meetings with direct reports and assess their performance/ address their concerns as well as the Department’s overall performance on a regular basis

Requirements

University graduate with at least 2 years experience in financial services with a specialization in credit cards business.

About the Company

QNB Group is the biggest bank in Qatar, and a leading financial institution in the Middle East and Africa is hiring.

QNB Group’s presence through its subsidiaries and associate companies now extends to more than 30 countries across 3 continents, providing a comprehensive range of products and services. The total number of staff is more than 28,000 operating from over 1200 locations.

QNB will assist you to take charge of your career with rich and varied opportunities to experience different parts of our global business and develop a valuable portfolio of skills and knowledge.