Contact Centre Associate (UAE National).

Commercial Bank of Dubai; United Arab Emirates; On-site; AED 67,000 - 100,000; Full time

Job summary

Commercial Bank of Dubai is seeking ambitious individuals for a customer service role in the UAE. The job focuses on providing professional phone-based service and building positive impressions of the bank through adherence to standards.

You will answer inquiries, identify sales opportunities, ensure data accuracy, follow AML rules, and contribute to achieving KPIs while delivering high-quality support to clients.

Qualifications

• Customer-facing role handling calls with professionalism.
• Ability to identify and convert sales opportunities during customer inquiries.
• Solid knowledge of bank products and services.
• Accurate data entry and data maintenance responsibilities.
• Adherence to AML rules and bank policies.

Responsibilities

• Provide professional one-stop customer service over the phone.
• Convert sales opportunities by cross selling and answering inquiries.
• Apply sound and accurate product knowledge.
• Follow up on customer requests and deliver as promised.
• Handle complaints and resolve problems.
• Update and verify customer data.
• Provide management with customer feedback.
• Ensure security procedures before sharing information.
• Achieve quality, productivity KPIs and sales leads targets.
• Maintain data cleanliness and CRM registrations.
• Comply with AML and bank policies.

Skills

Customer service

Cross-selling

Product knowledge

Data management

AML compliance

CRM proficiency

Complaint handling

Telephone etiquette

Education

High School or bachelor's degree

Tools

CRM system

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. 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

• Ensure providing superior customers' services & answer all incoming calls with maximum quality and highest productivity.
• Recognize and convert sales opportunities while answering prospect customers' inquiries and deepen existing customers' relationships by Cross Selling and generating sales leads.
• Applying sound & accurate product knowledge.
• Follow up all activities and requests arising from customers' calls and deliver as promised.
• Complaints' handling and problems' resolution.
• Checking and updating customer's data and information.
• Provide management with valid and regular customers' feedback.
• Ensure efficient secrecy by applying the standard security measurements before providing any information to callers as specified by bank's policy & procedures.
• Achieving quality and productivity KPIs
• Achieving sales leads target
• Product knowledge tests and supervisor feedback
• Satisfactory execution and follow up of customers' requests till it is closed
• First call resolution and number of escalated complaints
• Address update and data clean up
• CRM Registrations
• Full compliance of AML and bank's policies and procedures

Education And Experience

• High School or bachelor's degree