Contact Center Associate ( UAE National )

Job description / Role

Overview

Operating in the UAE for over 50 years, CBD manages the financial requirements of some of the largest corporates and businesses operating in the country, driving the UAE economy. Over the years, CBD has transformed into a progressive and modern banking institution winning multiple awards for its digital initiatives, credit cards, bank accounts, mobile app features, and services.

CBD has been recognized as the number one bank in the UAE on the Forbes list of The World's Best Banks 2022.

As we continue to build upon our successes, we are looking for ambitious individuals who are passionate about the banking and finance industry and the markets in which CBD operates. Just as important to us is your ability to demonstrate a talent for dealing with people—your colleagues and our customers—and delivering service that really goes the extra mile.

Responsibilities

Provide and deliver a professional one-stop customer service and create a positive impression of the bank over the phone in line with the bank's established standards, operating procedures, and policies.

• Ensure providing superior customer service and answer all incoming calls with maximum quality and highest productivity.
• Recognize and convert sales opportunities while answering prospective customers' inquiries and deepen existing customers' relationships by cross-selling and generating sales leads.
• Apply sound and accurate product knowledge.
• Follow up all activities and requests arising from customers' calls and deliver as promised.
• Handle complaints and resolve problems.
• Check and update customer data and information.
• Provide management with valid and regular customer feedback.
• Ensure efficient confidentiality by applying the standard security measures before providing any information to callers as specified by the bank's policy and procedures.
• Achieve quality and productivity KPIs.
• Execute and follow up on customers' requests satisfactorily until closure.
• Ensure first call resolution and minimize the number of escalated complaints.
• Maintain full compliance with AML and the bank's policies and procedures.

Ideal Candidate Profile

Education and Experience

• Bachelor's or Diploma degree.
• Graduates with 1-4 years of similar experience in a contact centre or customer service environment.

About the Company

In 1969, when we at Commercial Bank of Dubai started out little did we know that sheer grit and determination would get us where we are today. An Emiri Decree issued by His Highness the Late Sheikh Rashid Bin Saeed Al Maktoum, the founder of modern Dubai, laid the cornerstone of Commercial Bank of Dubai. We started out as a joint venture of Commerzbank, Chase Manhattan Bank and Commercial Bank of Kuwait. A minority stake was held by a few UAE businessmen.

By 1982, little more than a decade later, we evolved into a National Public Shareholding company. A feat complimented by an exponential increase in the capital base and mammoth restructuring of our operations. The feather in the cap came when the Government of Dubai became a key shareholder.

Over the decades, we have transformed ourselves into a progressive and modern banking institution. We are supported by a sturdy financial base and reigned by a strong and stable management. The proof of which lies with our customers who have stood by us over the years.