Customer Care Agent ( UAE National )

Commercial Bank of Dubai
Dubai
Workplace: OnsiteFull timeFunction: SalesExperience: 3+ yearsSkills: ["Written communication","Problem-solving","Customer relationship management","Attention to detail","Customer focus"]

Manage assigned customer complaints end to end, including escalated and regulatory cases, ensuring fair, timely resolutions in line with bank policies. Acknowledge complaints with reference numbers and timeframes, conduct investigations by reviewing records and coordinating with business/support teams, and escalate risks or delays. Draft customer-focused written responses, maintain accurate case notes in the complaint system, perform root-cause analysis, and share complaint trends and improvement opportunities with the team leader.

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FursaFursa
Commercial Bank of Dubai
Commercial Bank of Dubai
22 hours ago

Customer Care Agent ( UAE National )

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Manage assigned customer complaints end to end, including escalated and regulatory cases, ensuring fair, timely resolutions in line with bank policies. Acknowledge complaints with reference numbers and timeframes, conduct investigations by reviewing records and coordinating with business/support teams, and escalate risks or delays. Draft customer-focused written responses, maintain accurate case notes in the complaint system, perform root-cause analysis, and share complaint trends and improvement opportunities with the team leader.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Sales
Seniority: Mid level

Key Responsibilities

  • •Manage assigned customer complaints end to end, including sensitive and escalated cases.
  • •Acknowledge complaints, provide reference numbers and expected resolution timeframes, and maintain professional communication.
  • •Investigate complaints by reviewing records, gathering supporting information, and coordinating with business and support teams.
  • •Prepare clear, accurate, customer-focused written responses for review or approval and maintain complete case records in the complaint management system.
  • •Conduct root cause analysis, recommend corrective/preventive actions, and share complaint trends and improvement opportunities with the team leader.

Key Requirements

  • •Minimum 3 years of experience in customer service, customer care, or customer support operations.
  • •Experience handling customer emails, webform cases, complaints, and service requests.
  • •Strong written communication, problem-solving, and customer relationship management skills.
  • •Proficiency in CRM systems and Microsoft Office applications.
  • •Ability to handle sensitive, escalated, executive, and regulatory customer complaints end to end.
Experience:3+ years
Skills:Written communicationProblem-solvingCustomer relationship managementAttention to detailCustomer focus
Tech Stack:CRM systemsMicrosoft Office

Eligibility

Nationality:UAE National

Company Brief

Commercial Bank of Dubai
Commercial Bank of Dubai (CBD) is a UAE-based full-service bank providing personal, corporate and digital banking solutions, trade finance, treasury and wealth services. Operating for over 50 years, CBD supports UAE businesses and individuals through branches and digital channels.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Dubai, United Arab Emirates
Founded: 1969
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Glassdoor: 2.5
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