Executive Voice and Virtual - Email channel (UAE national)
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Key skills for this role
About the Role
Standard Chartered Bank seeks an Executive for the Voice and Virtual - Email channel to handle customer queries and complaints via email, aiming for first-contact resolution. The role requires strong communication skills, attention to detail, and adherence to SLA and compliance guidelines.
Key Skills for This Role
Responsibilities
- Respond to customer queries and complaints received via email, aiming for first contact resolution (FCR)
- Ensure all assigned emails are answered within the bank's agreed turnaround time (TAT)
- Adhere to internal policies, quality norms, and regulatory guidelines (e.g., GDPR, data protection)
- Identify non financial transaction (NFTR) cases and escalate complex issues to appropriate departments
- Maintain 100% accuracy in data entry and capture all customer interactions in the CRM system
Requirements
- Bachelor's degree is preferred
- Previous experience in customer service, conflict resolution, or a related field is valuable
- Strong verbal and written communication skills
- Problem solving skills
- Empathy and patience
- Conflict resolution skills
- Attention to detail
- Proficiency in Microsoft Office and CRM systems
- Fluent in English writing skills – Arabic writing + reading skills will be an advantage
Full Job Posting
Job Summary
- Customer Query Resolution: Responding to customer queries and complaints received via email, aiming for first contact resolution (FCR).
- SLA Management: Ensuring all assigned emails are answered within the bank's agreed turnaround time (TAT).
- Process Compliance & Risk Management: Adhering to internal policies, quality norms, and regulatory guidelines (e.g., GDPR, data protection).
- Handling Sensitive Data: Identifying non financial transaction (NFTR) cases, such as card blocking, statement requests, or address updates, and escalating complex issues to appropriate departments.
- Documentation & Accuracy: Maintaining 100% accuracy in data entry and capturing all customer interactions in the Customer Relationship Management (CRM) system for future reference.
Key Responsibilities
- They will be responsible for ensuring that they respond to the client queries /complaints and service request via the Bank registered email Channel. This will include client interaction via telephone as well to ensure accurate information is received from the client for executing the client request.
- They will also be responsible for ensuring that back end check is completed on service request to ensure we have no referrals on the same. The quality check on service request is in addition to handling client emails.
Qualifications
- Education: A bachelor's degree is preferred.
- Experience: Previous experience in customer service, conflict resolution, or a related field is valuable. Experience in handling complaints and resolving issues is a plus.
- Communication Skills: Strong verbal and written communication skills are essential for effectively addressing complaints and explaining resolutions to customers.
- Problem Solving Skills: The ability to analyse situations, identify root causes of complaints, and develop effective solutions is crucial.
- Empathy: Empathetic listening and understanding of customer concerns are important for building rapport and finding satisfactory resolutions.
- Patience: Dealing with upset or frustrated clients requires patience and the ability to remain calm under pressure.
- Conflict Resolution Skills: Knowledge of conflict resolution techniques and the ability to mediate between parties in dispute is valuable.
- Attention to Detail: Accurate documentation of complaints and resolutions is essential for record keeping and process improvement.
- Computer Skills: Proficiency in Microsoft office and customer relationship management (CRM) systems may be required.
- Fluent in English writing skills – Arabic writing + reading skills will be an advantage
Skills and Experience
- Microsoft Excel
- Microsoft PowerPoint
- Business writing skills – English
- Analytical skills
About Standard Chartered
- We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other.
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