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Client Service Executive - Digital servicing & Service Quality Assurance (UAE nationals)

Standard Chartered Bank
Dubai, UAE
Full Time
Mid
Hybrid
2 weeks ago
Social Media ManagementMicrosoft Office SuiteCustomer ServiceCommunicationProblem ResolutionKYC
Free

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Social Media ManagementMicrosoft Office SuiteCustomer Service
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Job Summary

  • The client service executive will handle client queries/complaints via digital channels including social media and chat bot.
  • The team will 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, and issues while providing consistent customer delight.
  • Moderate, review, and respond to comments on social channels in a timely, friendly, and professional manner.
  • Engage social media commentary directly in carefully phrased responses seen by a broad audience.
  • Moderate all user generated content 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 and calls accurately per internal guidelines.
  • Initiate and strive towards achieving set targets and service standards.
  • Probe and identify financial needs on service calls and pitch relevant solutions.
  • Participate in operational or technical platform trainings as needed.
  • Give accurate information to customers on their queries and concerns.
  • Maintain high awareness of KYC and anti money laundering 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 that encourage and promote enthusiasm and team spirit

Qualifications

  • Minimum qualification should be diploma holder / graduate

About Standard Chartered

  • We're an international bank, nimble enough to act, big enough for impact.
  • We've worked for more than 170 years to make a positive difference for clients, communities, and each other.
  • Our purpose is to drive commerce and prosperity through our unique diversity.

What we offer

  • Competitive salary and benefits to support mental, physical, financial and social wellbeing.
  • Core bank funding for retirement savings, medical and life insurance.
  • Time off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days).
  • Flexible working options based around home and office locations.
  • Proactive wellbeing support through Unmind platform.
  • Continuous learning culture with opportunities to reskill and upskill.

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