Contact Center Agent

Commercial Bank of Dubai; Sharjah; On-site; AED 60,000 - 120,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Representative to join their dynamic team. In this role, you'll be the voice of the bank, delivering exceptional service and creating positive customer experiences over the phone. With a focus on quality and productivity, you'll handle inquiries, resolve complaints, and identify sales opportunities to enhance customer relationships. If you are passionate about providing top-notch service and thrive in a fast-paced environment, this opportunity offers a rewarding career path in the banking sector.

Qualifications

• 3-4 years of experience in a contact center environment.
• Strong customer service and sales skills are essential.

Responsibilities

• Provide superior customer service and handle incoming calls efficiently.
• Recognize sales opportunities and resolve customer complaints.

Skills

Customer Service

Sales Skills

Complaint Resolution

Product Knowledge

Education

Bachelor of Business Administration (Management)

Job description

Bachelor of Business Administration (Management)

Nationality: Any Nationality

Vacancy: 1 Vacancy

Job Description

Job Purpose:

Provide & 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.

Principal Accountabilities:

1. Ensure providing superior customer services & answer all incoming calls with maximum quality and highest productivity.
2. Recognize and convert sales opportunities while answering prospect customers inquiries and deepen existing customers relationships by cross-selling and generating sales leads.
3. Apply sound & accurate product knowledge.
4. Follow up all activities and requests arising from customer calls and deliver as promised.
5. Handle complaints and resolve problems.
6. Check and update customer data and information.
7. Provide management with valid and regular customer feedback.
8. Ensure efficient secrecy by applying the standard security measures before providing any information to callers as specified by the bank's policy & procedures.
9. Achieve quality and productivity KPIs.
10. Satisfactory execution and follow-up of customer requests until they are closed.
11. Ensure first call resolution and track the number of escalated complaints.
12. Ensure full compliance with AML and the bank's policies and procedures.

Desired Candidate Profile

Education and Experience:

3-4 years of similar experience in the contact centre.