Contact Center Agent ( UAE National )

BlueSnap, Inc; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading bank in the UAE is looking for a Customer Service Agent to provide exceptional service over the phone. The role involves engaging with customers, resolving issues, and identifying sales opportunities, requiring experience in contact center environments.

Qualifications

• 3-4 years’ experience in a similar contact center role.
• Demonstrated talent in dealing with people and delivering service.

Responsibilities

• Provide one-stop customer service and create a positive impression over the phone.
• Recognize and convert sales opportunities.
• Handle complaints and resolve problems effectively.

Skills

Customer Service

Sales

Problem Solving

Communication

Job description

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. Equally important 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.

Job Purpose:

Provide & deliver 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:

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

Requirements

Education and Experience

3-4 years’ experience in a similar contact center role.