Job closed
Ref: MP822-07
Job description / Role
JOB SUMMARY
The Senior Executive - Client Affairs monitors complaints and issues by clients, gathers data and information and completes a report for the Director - Client Affairs to review and take decisions on best course of action. The job holder also supports the Director- Client Affairs with research, compilation of reports, attainment of SLAs and KPIs set for the Client Affairs function.
KEY ACCOUNTABILITIES
• Researches best international practices on quality/ monitoring the quality of customer service experiences, and tailors it to the company and shares them with the Director-Client Affairs for his/her review and further analysis / incorporation.
• Responds to client complaints and follows up closely to ensure they have been resolved appropriately, highlighting any issues or concerns to the Director-Client Affairs.
• Monitors the achievement of KPIs and SLAs completed by self against targets set by Director-Client Affairs as well as gathering feedback, information, and analyses to propose ideas and actions for the Director-Client Affairs to review.
• Provides guidance, support and backup for the Helpdesk/Call Centre and for the immigration team.
• Supports the Helpdesk email to manage it by ensuring the Executive use appropriate language and tone and no emails are left unattended.
• Attends networking and other events with clients as and when required to continue building stronger relationships in the market with current and potential clients.
Requirements
QUALIFICATIONS, EXPERIENCE AND SKILLS
Minimum Qualifications:
• Bachelor’s degree in business, legal, financial or other related discipline.
Minimum Experience:
• Minimum 6 years of experience in a legal, regulatory and / or compliance role.
Job Specific Skills:
• Good written and oral communication skills
• Ability to engage with individuals – good interpersonal skills
• Good problem-solving skills
• Highly organized, planning skills and ability to multitask and respond to a variety of demands
• Business acumen
• Analytical skills with attention to details
• Focus on customer care and teamwork skills
• Results focus for clients and organization objectives
• Open to new ideas
• Excellent command of English. Arabic is an advantage
• Self-motivated and takes initiative
• Demonstrates high standards of honesty and trustworthiness
About the Company
A leading Financial Organization in Qatar.