Customer Care Agent

Commercial Bank of Dubai; United Arab Emirates; On-site; AED 60,000 - 80,000; Full time

Job summary

A leading bank in the UAE is seeking an ambitious individual for a customer service role. The ideal candidate will provide professional service via email, ensuring customer satisfaction and identifying sales opportunities. Join a progressive institution recognized for its digital initiatives and commitment to excellence.

Qualifications

• Full understanding of banking products and services required to support customers effectively.

Responsibilities

• Ensure superior customer service and answer all incoming customer care emails.
• Recognize and convert sales opportunities while addressing prospect inquiries.
• Identify and log complaints for complaint handling.

Skills

Customer Service

Sales

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 goes the extra mile.

Job Purpose:

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:

• Work Management: Ensure superior customer service and answer all incoming customer care emails with maximum quality and productivity.
• Recognize and convert sales opportunities while addressing prospect inquiries and deepen existing customer relationships through cross-selling and generating sales leads.
• Apply sound and accurate product and service knowledge.
• Follow up on all activities and requests arising from customer calls and deliver as promised.
• Identify and log complaints for complaint handling.
• Provide management with valid and regular customer feedback.
• Ensure confidentiality by applying standard security measures before providing any information to callers, as specified by the bank's policies and procedures.
• 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 required to support customers effectively.