If you’re looking for a customer service or call center job in Kuwait, then you’ve come to the right place! This blog will provide you with all the information you need to know about finding and applying a customer service and call center job in Kuwait.

Customer Service Officer Jobs in Kuwait

Organon is a Women’s Health Company that believes in a better and healthier every day for every woman! We are a passionate, global community of thousands dedicated to redefining the future of women’s health. Our mission is to deliver impactful medicines and solutions for a healthier every day. But what really makes it work at Organon is our people.

We’re looking for real, passionate team players, curious innovators, forward thinkers, empowered by the idea of shaping their career, and ready to bring their fire to embrace change and the opportunities it brings for progress.

At Organon, you’ll get to enjoy the best of both worlds: the open, agile, collaborative culture of a start-up, and operating at the scale of a Fortune 500 company with an international footprint that serves people in more than 140 markets.

It’s going to be an exciting future—come be a part of it!

Job purpose

As a Customer Representative you will utilize your strategic acumen to bring medical device to the market to appropriately elected targeted account and health systems. You would be regularly engaging with healthcare professionals, to ensure that Organon is viewed as demonstrating value and better health outcomes to healthcare professionals and patients by demonstrating the highest level of product and disease knowledge coupled with your competencies in sales and account management.

Duties and responsibilities

  • Plans and implement activities focused on the successful launch of medical device as measured by account openings, achieving review and reorder rate targets, and driving product/procedure adoption.
  • Targets the OB/GYN physicians, hospitalist, and Midwife customers, as well as all ancillary staff members.
  • Directs all staff training, including in servicing of all relevant medical practitioners involved in labor and delivery, and oversees all medical education planning during account launches.
  • Creates, monitors and revises lead generation plans to generate a substantive business opportunity pipeline.
  • Understand and values the organization ethics fully and then apply that knowledge to their interactions
  • Provide the necessary clinical and outcomes data regarding their products and services
  • Have the ability to provide business-to-business partnership solutions that can drive revenue and save cost
  • Tailor messages to the audience with whom they are interacting
  • Have the ability to discuss how their product or service can aid in meeting the organization’s quality metrics
  • Responds to customer questions.
  • Effectively builds rapport with customers by probing for needs and recommending appropriate solutions.
  • Achieves monthly, quarterly, and annual goals, while ensuring the optimum customer experience and satisfaction by following established processes and procedures
  • Execution of marketing strategy in full alignment with Brand & Customer Managers
  • Collaboration with commercial & market access teams to achieve goals
  • Responsible for development & motivation of team members to support driving results
  • 100% execution under compliance / Pharmacovigilance SOPs (Policies & Procedures)

Skills and Competencies

  • BS degree preferably in sciences or biomedical engineering
  • Proven track record in medical device sales.
  • At least 2 years’ experience in the local healthcare Medical Devices industry.
  • Expertise working with technology platforms designed to educate medical professionals.
  • Start up / product launch experience
  • Experience in women health (preferred)
  • Experience & relations in CMS of Kuwait MOH (preferred)
  • Excellent communication skills
  • Results oriented with ability to meet deadlines and handle challenging assignments
  • Very Good command of English language
  • Proficient with required practical applications & software
  • Competent presentation skills.
  • Self-motivated and energetic with drive to excel
  • Transferable Kuwait residency
  • Valid driving license in Kuwait

Working conditions

  • Field Based Position
  • Willing and able to travel as needed (up to 50%)

Who we are:


Organon delivers ingenious health solutions that enable people to live their best lives. We are a $6.5 billion global healthcare company focused on making a world of difference for women, their families and the communities they care for. We have an important portfolio and are growing it by investing in the unmet needs of Women’s Health, expanding access to leading biosimilars and touching lives with a diverse and trusted portfolio of health solutions.


Our Vision is clear: A better and healthier every day for every woman.


At launch, we will be more than 10,000 Founders strong, ready to rise together as we make a difference in a new way. As Founders, employees will create their future and will help shape the direction of Organon and its impact on the world. Our culture reflects our passion for those we champion. At Organon, we all belong. We embrace diversity and give it a voice.


Our commitment to supporting women is reflected in the make-up of our leadership team, which is majority female and our diversity of experience is core to who we are and what we are designed to do.

Who We Are:

Organon delivers ingenious health solutions that enable people to live their best lives. We are a $6.5 billion global healthcare company focused on making a world of difference for women, their families and the communities they care for. We have an important portfolio and are growing it by investing in the unmet needs of Women’s Health, expanding access to leading biosimilars and touching lives with a diverse and trusted portfolio of health solutions. Our Vision is clear: A better and healthier every day for every woman.

Search Firm Representatives Please Read Carefully
Organon LLC, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Customer Service Representative- Virtual Banking

Job Description

  • Interact with customers and service all transactional requirements.
  • Answering all types of customers’ transactions using (Tureconf, 3CX, Kiosk, Swift, ICBS, CBK application, social media, WhatsApp, ticking and E-mail).
  • Service standards as defined to be adhered at all times.
  • Any other assignments as defined by the Manager or Supervisor from time to time.

-Maintain service quality – (Following call protocol, CBK greeting ending, name, proper answers, polite and proactive response.

  • Ensure accuracy of the information provided to customers, request support from Operations Officer if required.
  • Keep customer information confidentiality.
  • Abide by IT Security policy and procedures.
  • Suggest to the customer after finishing the transaction on usage of Mobile application, On-line Banking & other services.
  • Number of calls answered and average time of call as per industry standards.
  • Offering correct information while maintaining high service quality utilizing Virtual Banking Skills.
  • Fast response and process to financial and non-financial.
  • Communicate customer’s suggestions/comments clearly to the Team Leader/Supervisor.
  • Follow-up with Branch or concerned Dept. /Division for any issue related to the Unit.
  • Accordingly lead & supervise the team of CSR to run normal Virtual Banking transactions and tasks assigned by superiors.
  • Communicate with Operations Officer/Operations Manager in case of need to solve service emergency.

Skills

  • Planning and organizing
  • Communication
  • Client Focus

Customer Service Job

Business Unit: QNB – Kuwait

Division: International Banking

Department: International Banking

Country: Kuwait

Closing Date: 13-Feb-2024

About QNB

Established in 1964 as the country’s first Qatari-owned commercial bank, QNB Group has steadily grown to become the largest bank in the Middle East and Africa (MEA) region.

QNB Group’s presence through its subsidiaries and associate companies extends to more than 31 countries across three continents providing a comprehensive range of advanced products and services. The total number of employees is more than 28,000 serving up to 20 million customers operating through 1,000 locations, with an ATM network of 4,300 machines.

QNB has maintained its position as one of the highest rated regional banks from leading credit rating agencies including Standard & Poor’s (A), Moody’s (Aa3) and Fitch (A+). The Bank has also been the recipient of many awards from leading international specialised financial publications.

Based on the Group’s consistent strong financial performance and its expanding international presence, QNB currently ranks as the most valuable bank brand in the Middle East and Africa, according to Brand Finance Magazine.

QNB Group has an active community support program and sponsors various social, educational and sporting events.

Role Summary:

The incumbent is mainly responsible for providing efficient, friendly and quality service to customers; answering queries, providing information and guiding customers through various banking procedures; marketing the Group’s products and services and encouraging customers to increase their business with the Group.

Role Description:

Proactively market the Group’s products to increase sales volume and profitability, and to achieve or exceed set targets and goals.

Strive to be mindful of Key Performance Indicators (KPIs) for branch customer service performance monitoring and quality measurement purposes.

Observes and promotes cost consciousness and efficiency, and enhance productivity, to minimize costs, avoid wastes, and optimize benefits for the bank.

Act within the limits of the powers delegated to the incumbent and adheres to QNB policies

Enhance the Group’s image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.

Attends and resolves all customer queries at the branch within specified TAT to ensure customer satisfaction.

Cross-sell products to customers and leverage on existing customer base to improve profitability while driving customer retention.

Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.

Build and maintain strong and effective relationship with branch customers and all other related units of the Group to achieve goals/objectives.

To assist customers in all their queries on the Divisions products/tasks and seek solution to their requests

Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/ units to achieve improvements in turn-around time.

Build and maintain strong and effective relationship with all other related departments and units to achieve the Group’s goals/objectives.

Provide timely and accurate information to the external and internal Auditors, Compliance, Financial Control and Risk Functions as and when required.

Act as the first point of contact for customers, especially for new customers, answer their queries and provide information about various products and services offered by the Group.

Perform certain customer related tasks such as posting account opening, customer data maintenance, issue of balance/no liability certificates etc.

Assist customers in filling out various forms and applications as requested such as opening an account; applying for an ATM, credit cards and cheque book; standing order instructions etc.

Coordinate with tellers and branch operations staff on an “as is needed” basis to ensure smooth operations, and timely and friendly service delivery.

Receive loan applications from customers and prepare the corresponding loan agreements, prepare Foreign Bills for Collection (FBC) requests, check dormant accounts, and approve customers’ signatures.

Should be able to assume teller or branch operations staff responsibilities at peak times, or whenever necessary.

Refer to the Customer Service Supervisor for any unresolved queries on transactions handled.

Monitors the service standards operational in the branches and looks for creative ways to improve service delivery.

Ensures compliance to internal service quality standards and compliance to audit requirements

Possess working knowledge of branch customer service to carry out duties and responsibilities.

Takes responsibility for self-development as well as acquiring skills and knowledge required to fulfilment of one’s duties by proactively identifying areas for professional development of self and undertake development activities

Seek out opportunities to remain current with all developments in professional field.

Comply with all applicable legal, regulatory and internal compliance requirements including, but not limited to, the QNB Country Compliance manual; Group Compliance Policies and Procedures (Anti Money Laundering & Counter Terrorist Financing, Sanctions Policy, Data Protection Policy, Fraud Control Policy, Whistle Blowing Policy, Conflict of Interest and Insider Dealing Policy).

in accordance with the Branch Governance manual, contribute to and comply with the Branch’s Risk Framework, consider Risk Appetite and promote a positive Risk Culture:

Understand and effectively perform your role under the Three Lines of Defence principle to identify, measure, monitor, manage and report risks.

Ensure systematic good outcomes for clients in accordance with Conduct Risk policy.

Support the framework of RCSA, KRI, Incident reporting and remediation, as appropriate, in accordance with the Operational Risk Management requirements.

Maintain appropriate knowledge to ensure to be fully qualified to undertake the role. Complete all mandatory training provided by the Bank and attain and maintain the required levels of competence.

Attend mandatory (internal and external) seminars as instructed by the Bank.

Qualifications:

University graduate (Bachelors degree) preferably with a Major in Finance, Banking, Economics, Mathematics, or Business Administration (related field of study)

Proficient, typically a minimum of 0-2 years, experience related to branch customer service in a major banking institution.

Awareness of branch customer service practices and regulations.

Note: you will be required to attach the following:
1. Resume / CV
2. Passport-size photograph

Customer Service Representative (Call Center)

Job Purpose:-

The Customer Service Representative is a key role in Gulf Bank’s strategic aim to become the most customer focused bank in the region. As a “brand ambassador” for the bank you will be instrumental in providing best-in-class customer service and transaction support to customers.

  • Customer Service:_
    • Respond to all incoming customer calls promptlyThe ideal candidate will have a_proactive approach to problem solving and be someone who takes delight in assisting customers to an exceptionally high level._ You will be communicative (written and spoken), numerate,_highly organized, a strong team player and be able to handle busy periods with a smile and an air of confidence._ You will be seen as someone who constantly displays high levels of Trust, Empathy and Agility in all dealings with both customers and colleagues.

Accountabilities:-

  • Customer Service:
    • Respond to all incoming customer calls promptly, displaying curtesy and professionalism.
    • Meet the bank’s high standards of customer service and focus by delivering high quality customer service and exceeding satisfaction goals with every customer contact.
  • Cross Selling:
    • Maximise cross selling opportunities by pro-actively informing customers of products and services available from Gulf Bank
  • Outbound Calls:
    • As directed by management, in line with contact center targets, to ensure repeat and new business customers.
  • Customer Records:
    • Create, update and maintain relevant customer records ensuring that data is recorded appropriately
  • Corporate Governance & Compliance: Work fully within:
    • Risk policies and procedures
    • All compliance regulations

Qualifications

  • Education / Qualifications:
    • Diploma / Bachelors degree / Equivalent Qualification_
  • Knowledge:
    • Knowledge of Consumer Banking Products & Services (training provided)
    • Good understanding of customer needs
  • Experience:
    • 0 _ 2 years experience in a customer facing role_
  • Generic & Specific Skills:
    • Excellent Communication Skills
    • Bilingual in Arabic and English
    • Computer literacy
    • Strong Time Management skills_
    • Team Player

Head-Customer Service Call Center

The Head of Call Center supervises the Call Center functions in accordance with Hospital policy. Supervises the daily operational duties of the unit and ensures its smooth functioning; oversees operations, schedules staff and redresses grievances.

DUTIES & RESPONSIBILITIES

Personnel Management & Training

  • Prepares work schedules and assigns personnel to ensure uninterrupted unit service; organizes staffing, shift patterns and the number of staff required to meet the demand.
  • Evaluates staff work performance and makes recommendations for personnel actions.
  • Monitors the volume of work inflow, assigns staff flexibly to areas of need and updates the CSM regarding areas of concern.
  • Supports new staff; provides proper training and orientation.
  • Undertakes training and reviews of newly appointed staff; ensures that the staff has full understanding of the tasks required of them.
  • Undertakes coaching, remedial training and other development activities with staff to support optimal performance.
  • Improves team performance by raising efficiency; implements new tasks, as required, in consultation with the CSM and provides training to the concerned staff.

Operational duties

  • Maintains established departmental policies & procedures, objectives, quality assurance program, monthly schedules, leave planner and safety environmental.
  • Maintains and fosters effective customer services with the callers.
  • Maintains Department records, reports and files as required.
  • Ensures maintenance of department equipment and supplies.
  • Assists in the development of departmental budgets.
  • Enhances professional growth and development through participation in educational programs, current literature, in-service meetings and workshops.
  • Attends meetings as required.
  • Daily staff wise performance output must be measured and reported to the operations manager.
  • a. Agent wise received calls

b. Agent wise calls outcome
c. Agent wise bookings
d. Agent wise call durations and average call duration
e. Hours wise received calls log to monitor the peak hours
f. Ensure that this report is submitted to the manager on a daily basis.

  • Monitor each team member’s performance and works on reaching zero abandoned calls.
  • Outbound calls are professionally managed and all the applicable promotions are properly sold
  • a. Agent wise outbound calls outcome
  • Ensure that all the callers are properly served with quality information and respected.
  • Ensure all the live chats are addressed on time and the patients are satisfied.
  • Ensure that all the whatsApp communications are answered on time and the patients are satisfied.
  • Ensure that all the existing log books are properly maintained.
  • Works closely with the external company on the implementation of AMEYO successfully in NMH in coordination with operations team.
  • Log in and take calls when not busy with the admin work.
  • Performs other related duties as assigned by Manager- Operations.
  • Create & Review Agents call script for each doctor and department.
  • Coordinate with marketing department for each new doctor or new service campaign to insure all the required information is given to call center agents .

JOB REQUIREMENTS

Education :
Bachelor Degree from an accredited university with related technical training (Medical Terminology course & Customer Service course).