Contact Center Associate ( UAE National ) Commercial Bank of Dubai

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