Contact Centre Associate (UAE National)

About the role

Commercial Bank of Dubai, a bank operating in the UAE for over 50 years, is hiring a Contact Centre Associate (UAE National) in Ras Al Khaimah. The role provides a professional one-stop customer service experience over the phone, in line with the bank's standards, operating procedures and policies.

Key responsibilities

• Answer all incoming calls with maximum quality and productivity, following the bank's standards and policies.
• Recognize and convert sales opportunities, cross-sell to deepen existing customer relationships and generate sales leads.
• Handle complaints and resolve problems; follow up on customer requests until they are closed.
• Check and update customer data and information, and provide management with regular customer feedback.
• Apply standard security measures before sharing any information with callers, in line with bank policy.
• Maintain CRM registrations, address updates and data clean-up, and ensure first-call resolution and low escalation of complaints.
• Ensure full compliance with AML and bank policies and procedures.

Required profile

• High school or bachelor's degree.
• Talent for dealing with colleagues and customers and delivering service that goes the extra mile.
• Ability to meet quality and productivity KPIs, sales lead targets and product knowledge test results.