Client Service Associate

A Leading Financial Organization in Qatar


Ref: MP822-46

Job description / Role

Employment: Contract

• Address customer queries/service requests and ensure end-to end resolution
• Route unresolved queries to departmental Single Point of Contacts (SPOC).
• Attends to the customers face to face and resolves all their issues.
• Listens to and records customer feedback (negative and positive) information and makes a strong effort to resolve service requests / inquiries.
• Handles the coordination with departmental SPOC to deliver seamless experience to customers.
• Ensures best in practice Customer Service Management for internal and external customers and the provision of leading-edge professional and valuable services to clients.
• Maintains strong relations with clients (new licensed/existing firms).
• Maximises quality and delivers leading customer service through the adoption of effective client service methodology.
• Documents customer service issues including resolution with monitoring of issues via established CRM system.
• Follows established guidelines for participant issue resolution.
• Checks to ensure that appropriate changes were made to resolve customers' service requests.
• Contributes towards the direction of the Customer Service strategy in line with both the Customer and the Company’s

Management expectations.
Able to direct enquiries to relevant “point of Contacts” within the internal businesses Via:
• Immigration queries
• Tax queries
• Licensing Queries
• CRO queries
• Administers query management via system in order to automate and track performance.
• Contributes to FAQ manuals for the Customer Service Staff to:
• Provides answers to standard queries from customers
• Defines query types that will be handed over to SPOC’s
• Executes best practice plans and enforces the expansion of fast and efficient operational goals for the continual improvement in the quality of customer services.


Professional/Academic Qualifications:
• Bachelor’s degree in Business Administration or other related discipline.
• 3 years’ or more of relevant experience
• Good written and oral communication skills
• Good interpersonal skills
• Good problem -solving skills
• Project management and planning skills and ability to multitask and respond to a variety of demands
• Business acumen, commercially minded
• Strategic, operational planning and analytical skills with attention to details
• Focus on customer care and teamwork skills and ability to deal with people sensitively and to use initiative in tackling problems
• Results focus for clients and organization objectives
• Open to new ideas, ability to research best practices and implement them
• Excellent command of English and Arabic
• Self-motivated and takes initiative

About the Company

A leading Financial Organization in Qatar.

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