Contact Center Associate

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 and deliver a professional one-stop customer service and create a positive impression of the bank over the phone in line with the bank’s established standards, operating procedures, and policies.

Principal accountabilities:

• Ensure providing superior customer services and answer all incoming calls with maximum quality and highest productivity.
• Recognize and convert sales opportunities while answering prospective customers’ inquiries and deepen existing customers’ relationships by cross selling and generating sales leads.
• Apply sound and accurate product knowledge.
• Follow up all activities and requests arising from customers’ calls and deliver as promised.
• Handle complaints and resolve problems.
• Check and update customer data and information.
• Provide management with valid and regular customer feedback.
• Ensure efficient secrecy by applying the standard security measures before providing any information to callers as specified by the bank’s policy and procedures.
• Achieve quality and productivity KPIs.
• Satisfactorily execute and follow up on customers’ requests until they are closed.
• First call resolution and reduce the number of escalated complaints.
• Ensure full compliance with AML and the bank’s policies and procedures.