Contact Center Agent (UAE National)

Job description / Role

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

Satisfactory execution and follow up of customers' requests till it is closed

First call resolution and number of escalated complaints

Full compliance of AML and bank's policies and procedures

Bachelors Degree

3-4 years' similar experience in the contact centre

About the Company

In 1969, when we at Commercial Bank of Dubai started out little did we know that sheer grit and determination would get us where we are today. An Emiri Decree issued by His Highness the Late Sheikh Rashid Bin Saeed Al Maktoum, the founder of modern Dubai, laid the cornerstone of Commercial Bank of Dubai. We started out as a joint venture of Commerzbank, Chase Manhattan Bank and Commercial Bank of Kuwait. A minority stake was held by a few UAE businessmen.

By 1982, little more than a decade later, we evolved into a National Public Shareholding company. A feat complimented by an exponential increase in the capital base and mammoth restructuring of our operations. The feather in the cap came when the Government of Dubai became a key shareholder.

Over the decades, we have transformed ourselves into a progressive and modern banking institution. We are supported by a sturdy financial base and reigned by a strong and stable management. The proof of which lies with our customers who have stood by us over the years.