Contact Center Agent ( UAE National )

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.

Job Purpose:

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

Principal Accountabilities:

1. Ensure providing superior customers’ 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. Applying sound & accurate product knowledge.
4. Follow up all activities and requests arising from customers’ calls and deliver as promised.
5. Complaints’ handling and problems’ resolution.
6. Checking and updating customer’s data and information.
7. Provide management with valid and regular customers’ feedback.
8. Ensure efficient secrecy by applying the standard security measurements before providing any information to callers as specified by bank’s policy & procedures.
9. Achieving quality and productivity KPIs.
10. Satisfactory execution and follow up of customers’ requests till it is closed.
11. First call resolution and number of escalated complaints.
12. Full compliance of AML and bank’s policies and procedures.

Requirements

Education and Experience:

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