It Service Desk Officer
QATAR ISLAMIC BANK
Total years of experience :9 years, 11 Months
• Receive and service / fulfill users requests made through phone, email and web.
• Act as a first line of support for incidents with the objective of restoring service as quickly as possible this includes support to the full suites of business applications and productivity software currently in production.
• Ability to work in a fast based environment simultaneously handling multiple users and high level of priority.
• Mange standard desktop software and hardware configuration.
• Escalate incident and problems within and to external parties (vendors, suppliers, network, operators …etc.) as necessary.
• Troubleshooting & fixing desktop / laptop OS, e-mail, client, printer / scanner, print queue related issues.
• Responsible to ensure that the bank’s customer and account records are updated and complete.
• Responsible to ensure that all records received are updated properly ensuring that the business and regulatory requirements are met for customer due diligence and KYC guidelines. This is achieved through checking and inputting and/or supervising the customer applications are complete, the supporting documents are for the profile of the customer and the information is properly captured in the bank’s system.
• Responsible to receive and reconcile all documents and customer applications received.
• Acts as the first line checker ensuring that the customer applications received in the Unit are complete with the required supporting documentation which is in line with the profile of the customers.
• Responsible to timely complete the screening of the applications and preparation of the Rejections/Approvals to the respective send unit and execution unit.
• Acts as the inputter in the bank’s system, and be responsible to ensure that all provided data is captured properly and is updated.
• Responsible to ensure that all tasks are timely completed and no cases are left pending at the close of the day’s work.
● Respond to incoming calls, emails and other message from customers and give them the right answers and directions
● Give accurate direction and support to team leaders to facilitate successful completion of organization’s targets and performance goals
● Carefully identify problems that might arise from operations with the use of ethical procedures and professional judgment
● Make use of proven business techniques in the identification of lapses and loop holes in the organization’s customer service department and recommend better strategies that will yield better results
● Use expertise to build strong healthy relationships with clients, convince them of all benefits of doing business with the organization and create an open and accessible communication rout for free flow of information
● Intimate employees with the rules and regulations of the organization in order to enable them work in accordance with acceptable standards as this will affect their level of productivity and performance
● Liaise with other trainers/training departments to ensure that employees are very knowledgeable about work ethics and latest trends obtainable in the business market to obtain better results
● Serves as mediator between customers and clients in cases of disputes which may arise in the course of business transactions, and also mediate between employees and employers to ensure that the interests of both parties are dully protected
•Determines requirements by working with customers.
•Answers inquiries by clarifying desired information; researching, locating, and providing information.
•Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
•Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
•Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.
•Maintains call center database by entering information.
Greeting customers who enter the store.
Giving advice and guidance on product selection to customers.
Answering queries from customers.
Assisting shoppers to find the goods and products they are looking for.
Being responsible for processing cash and card payments.
Responsible dealing with customer complaints.
1.Ensure availability of products'
2.Regular visits to warehouse, receiving areas and store areas
3.Monitor customer checkout counters to ensure smoothness of process
4.Monitor and ensure compliance of the hygienic of showroom and store area
5.Ensure availability of salesman, shelf boys in the showroom to support customers
1.Follow up on customer interaction
2.Handle and resolve customer complaints
3.Process orders, forms, applications and requests
4.Deal directly with customers either by telephone
5.Selling retail products with monthly highly record
6.Describe the product benefits and any special offers
7.Communicate and coordinate with internal departments
1.Filling and updating staff documents
2.Handling immigration and ministry of labour status
3.Issuing staff facilities as ID, Salary Certificate, Salary Transfer Letter, etc
1.Coordinate with concern departments
2.Attend and follow-up with walking customers
3.Handling customer complaints over the phone
72.8 Percentage