Customer Care Agent

Commercial Bank of Dubai; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

A leading bank in the UAE is seeking dedicated individuals for a customer service role. The position involves delivering exceptional service via email, managing customer inquiries, and leveraging banking product knowledge to enhance customer relationships. Candidates should possess a Bachelor's or Diploma Degree and a passion for the banking industry.

Qualifications

• Full understanding of banking products and services required.
• Experience in customer service roles preferred.

Responsibilities

• Respond to all incoming customer care emails.
• Convert sales opportunities and deepen customer relationships.
• Provide management with valid and regular customer feedback.

Skills

Customer Service

Sales Skills

Communication

Education

Bachelor's or Diploma Degree

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 talent in dealing with people—colleagues and customers alike—and delivering service that truly goes the extra mile.

Job Purpose:

To provide and deliver professional, one-stop customer service and create a positive impression of the bank via email correspondence, in line with the bank’s established standards, operating procedures, and policies.

Principal Accountabilities:

1. Work Management: Ensure superior customer service and respond to all incoming customer care emails with maximum quality and productivity.
2. Recognize and convert sales opportunities by answering prospect customers’ inquiries and deepen existing customer relationships through cross-selling and generating sales leads.
3. Apply sound and accurate product and service knowledge.
4. Follow up on all activities and requests arising from customers’ calls and deliver as promised.
5. Identify and log complaints for complaint handling.
6. Provide management with valid and regular customer feedback.
7. Ensure confidentiality and security by applying standard security measures before providing any information, as specified by bank policies and procedures.
8. Support the evolution of customer care email handling processes and recommend opportunities for process improvement to the Customer Care Team Leader.

Requirements:

Education and Experience: Bachelor's or Diploma Degree. Full understanding of banking products and services is required to support customers effectively.