Islam Muhammad Osman

Responsible for handling bank different electronic channels as an external communications with customers and non-customers through official bank mail box, social media and live chat.

1. Handle all customer inquiries & requests.
2. Send all customer inquiries & requests to the network & related head office department.
3. Determine customer's needs and achieve customer satisfaction.
4. Answer & process client's inquiries, requests & complaints recieved according to call center processes
5. Escalate calls to the Inbound Channel Team Leader if neccessary.
6. Organize appointments/send messages to inbound Channel Team Leader.
7. Cross sell products and services to clients & non-clients according to Call Center Processes.
8. Suggest ideas to enhance the service level offered to the clients.
9. Handle outbound campaigns if availability of queuing needs. for example ( covering shortage, crisis, huge campaign, etc...)
10. Ensure the correct functioning and implementation of the Permanent Supervision, Compliance and Money Laundering, Operational Risk and Workplace Success Guidelines whenever and wherever possible.
11. Adhere to QNB ALAHLI policies & procedures in order to guarantee that QNB ALAHLI business is conducted in compliance with Local Laws, Internal Rules & Regulations, as well as, International Standards.

•Answer all customer’s inquiries about all bank’s products completely and accurately.
•Handle complains until reaching the satisfaction of the client.
•Participate in many surveys concerning bank’s performance.
•Use customer service skills to optimize the opportunity of each customer contact.
•Enter customer data and other relevant information into the call center database as required.
•Participate in individual and team training /meetings in order to ensure that knowledge is up to date.
•using the bank’s software and systems as AS400, AAIB web and MSCC’s to answer client’s
inquiries and needs concerning their cards \[either debit cards or credit cards\] such as:
1. ATM cards, Visa cards, and Master Cards activation.
2. Pin reset.
3. Card closure.
4. Balance inquiry.
5. Card & Pin delivery appointments.

- Responsible for News' marketing by posting them through the different types of social media sites such as (Facebook - Twitter and Google+)
- Extracting the readers to the Newspaper's website
- Expanding the site's visitors land and keeping the viewing rate high by :
• Hunting the most important and interesting News
• Re-writing or composing a suitable and exciting sociable headline
• Designing a photo expresses the news, attached with the link by using Photoshop
• Publish the News to the targeted areas of social media.