Client Service Executive - Digital servicing & Service Quality Assurance (UAE nationals)
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Key skills for this role
About the Role
Standard Chartered is hiring a Client Service Executive to handle customer queries and complaints via digital channels including social media and chat. The role also involves analyzing client feedback and supporting digital campaigns.
Key Skills for This Role
Responsibilities
- Handle customer social media posts, calls & issues while providing consistent customer delight
- Moderate, review and respond to comments concerning support issues on social channels
- Engage social media commentary directly in carefully phrased responses
- Moderate all user generated content on social media in line with moderation policy
- Ensure proper follow up / tracking of cases and closure within turnaround time
- Sign up customers for value added services and digital education
- Tag social media posts & calls accurately as per internal guidelines
- Initiate and strive towards achieving set targets and service standards
- Probe & identify financial needs on service calls and pitch relevant solutions
- Give accurate information to customers on his/her queries & concerns
Requirements
- Minimum qualification should be diploma holder / graduate
- Good communication skills
- Social media management Understanding of Social Media platforms and jargon
- Knowledge of Microsoft Suite – Excel, Word, PPT
- Strong interpersonal skills
Full Job Posting
Job Summary
- The client service executive will be responsible for handling client queries/complaints via digital channels like social media and chat bot.
- The team will also work with marketing and social media team to support digital campaigns.
- The role will focus on analyzing client feedback and supporting process/product changes.
Key Responsibilities
- Handle customer social media posts, calls & issues while providing consistent customer delight
- Moderate, review and respond to comments concerning support issues on social channels
- Engage social media commentary directly in carefully phrased responses
- Moderate all user generated content on social media in line with moderation policy
- Ensure proper follow up / tracking of cases and closure within turnaround time
- Sign up customers for value added services and digital education
- Tag social media posts & calls accurately as per internal guidelines
- Initiate and strive towards achieving set targets and service standards
- Probe & identify financial needs on service calls and pitch relevant solutions
- Give accurate information to customers on his/her queries & concerns
- Maintain high awareness levels on KYC and anti money laundering policy
- Adhere to customer data confidentiality policy
Skills and Experience
- Good communication skills
- Social media management Understanding of Social Media platforms and jargon
- Knowledge of Microsoft Suite – Excel, Word, PPT
- Strong interpersonal skills which encourages and promotes enthusiasm and team spirit
Qualifications
- Minimum qualification should be diploma holder / graduate
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