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Service Officer

Company Name: Commercial Bank of Dubai
Employment Type:Full Time
Location: Dubai
Experience: Minimum of 5 years
Degree: Bachelors Degree
Nationality: Any
Job Description:
Job Purpose
Provide effective services to the Corporate Banking customers by acting as the key point of contact for enquiries and requests received through direct contact, email or telephone.
Principals Accountabilities
Ensure that all calls received at the customer service desk are attended and handled effectively and efficiently.Provide necessary guidance / advice to the customer after collecting information from various systems or unit.
Respond to all emails received at the Service Support Desk within timelines and relevant responses and with the knowledge of the respective RM/RO
Assist Corporate customers or their representatives who visit the Bank, receiving and acknowledging their requests or queries and routing it appropriately
Comply with the Authentication agreement and policies and procedures of the Bank for information exchange and customer handling.
Provide exemplary customer service with accuracy in information, efficient handling and quick response to all customers or their representatives for queries or requests routed through any channel be it call, email or personal interaction.
Responsible for the delivery of ibusiness tokens delivered from the Head Office
Responsible for the collection of items delivered for any back office unit and ensure timely routing of such documents to the respective units.
Work within the SLA and keep Customers informed of expected completion date and status and timelines for exceptions.
Complete back end tasks and investigations for responses to support RM/RO while they handle customer service requests of Corporate Customers.
Responsible for recording, documentation and closure of queries and requests routed through the Service Desk.
Responsible for daily reconciliation of requests received with acknowledgement from units to which they have been routed.
Log all complaints received at the Service Desk on CRM for routing to the Complaints Handling Unit.
Proactively engage in enrolling customers for using CBD ibusiness
Record all ideas and suggestion provided by customers on CRM for further analysis and action.
Primary Location
Corporate Banking
CCBBG-Corporate Banking
Employee Status
Bachelor degree
Minimum of 5 years’ experience handling Corporate Customer Service
Strong customer service-orientation
Excellent verbal and written communication and listening skills
Outstanding ability to ask questions based on end user scenario
Sound judgment skills to respond to all types of employee related questions
Ability to multi-task and manage fluctuating workload through prioritization
Sense of urgency
High operational excellence
Ability to work in team environment
Attention to detail
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