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GB1729 - Assistant Manager-CPD Customer Service - Job Details

GB1729 - Assistant Manager-CPD Customer Service

Business Unit: Consumer Banking
Division: Card Products
Department: Customer Service
Contract Type: Full Time
Area/Branches: Al-Saleh Building
Closing Date: 27-Aug-2016

About Gulf Bank

Gulf Bank was established in 1960 and has since progressed to becoming an industry-leading financial services provider complemented by a large network of 55 branches strategically positioned in key locations across Kuwait.

The main groups of the Bank are Consumer Banking, Corporate Banking, International Banking and Treasury.

Job Purpose:

To Provide clerical support to Customer Service Unit and ensuring prompt resolution of all queries and customer complaints. In addition monitor and follow up with customers on suspected fraudulent transactions, also manages Service Functions of Merchant Customer Care. Manage the procedure of operations for Customer & merchant &follow up on the relationship with KNET, other third parties and bank departments to ensure best service is provided to both customers and merchants as per local Market requirements.


Customer Service
 Ensure customer service team Receive various queries related to credit/debit cards and communicate with the appropriate teams ensuring prompt resolution of all queries and complaints
 Document and register all customer queries/ requests and update service request log with feedback on the progress, resolution or conclusion in order to maintain cardholder information on the card processing system as per GB policy
 Follow-up with concerned Teams on pending customer requests and internal service requests with a scheduled turnaround time per request and keep customers informed on the progress of their service request
 Support Customer Service Unit staff with complex queries from Cardholders or Branches
 Prepare & Follow in all relevant procedures and instructions so that work is carried out in a controlled and consistent manner
 Monitor the Team to meet service quality target.
 Coach & train the Team on new product, inbound calls and how to increase the customer satisfactions

Merchant Relations:
 Manage all merchant relation support activities, including the management of individual relationship for all Banks’ POS Merchants and specially the key merchants.
 Ensures continuous improvement of the channels to ensure uninterrupted 24/7 customer service levels.
 Coordinates with other areas of the bank for the development of services on the channels for the personal and / or institutional banking markets.
 Manage the relation with KNET in order to ensure that all activities on POS Terminals to ensure the speed and type of services required.
 Manage the activity to Ensures proper and timely follow-up on Merchants' and customers’ queries/complaints, and arranges for necessary management of their P.O.S dealings and especially for Key merchants.
 Manage the entire processing request for installations and revising rates request.
 Actively involved in formulating policies / procedures manuals of the Department in cooperate with Merchant Sales Manager.

 Develop and implement all required report to monitor the staff performance and increase internal and external customer & merchant satisfaction
 Manage the essential training sessions for the required staff on product features, POS & PGW effectiveness and technicalities prior to the launch of a particular product in Branches at various locations
 Coordinate with the HR learning and development team for carrying out periodic training sessions as per the requirement of CPD for relevant departments within GB

Generic accountabilities:
 Corporate Governance and compliance: Work fully within: risk policies and procedures and all compliance regulations
 Team supervision:
 Provide day-to-day supervision and oversight of the team’s work and handle HR issues.

Education, Knowledge, Experience and Skills:

Education / Qualifications:
Bachelor’s Degree in Banking/ Management


Knowledge:: Sound understanding of Cards Products and Services
Experience: 4-6 years 
Note: you will be required to attach the following:
1. Resume / CV

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