Executive Voice and Virtual - Email channel (UAE national)
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Key skills for this role
About the Role
Handle customer queries and complaints via email and phone for a bank, aiming for first-contact resolution. Ensure SLA adherence, process compliance, and accurate documentation. Requires strong communication skills and previous customer service experience.
Key Skills for This Role
Responsibilities
- Respond to customer queries and complaints received via email, aiming for first contact resolution
- Ensure all assigned emails are answered within the bank's agreed turnaround time
- Adhere to internal policies, quality norms, and regulatory guidelines (e.g., GDPR, data protection)
- Identify non financial transaction cases and escalate complex issues to appropriate departments
- Maintain 100% accuracy in data entry and capture all customer interactions in CRM system
- Handle client interaction via telephone to ensure accurate information for executing requests
- Complete back end checks on service requests to ensure no referrals
Requirements
- Bachelor's degree preferred
- Previous experience in customer service, conflict resolution, or related field
- Strong verbal and written communication skills in English
- Problem solving skills
- Empathy and patience
- Attention to detail
- Proficiency in Microsoft Office and CRM systems
- Fluent English writing skills; Arabic writing and reading skills an advantage
Full Job Posting
Job Summary
- Customer Query Resolution: Responding to customer queries and complaints received via email, aiming for first contact resolution.
- SLA Management: Ensuring all assigned emails are answered within the bank's agreed turnaround time.
- Process Compliance & Risk Management: Adhering to internal policies, quality norms, and regulatory guidelines.
- Handling Sensitive Data: Identifying non financial transaction cases and escalating complex issues.
- Documentation & Accuracy: Maintaining 100% accuracy in data entry and capturing interactions in CRM.
Key Responsibilities
- Respond to client queries/complaints and service requests via the Bank registered email Channel.
- Client interaction via telephone to ensure accurate information is received for executing requests.
- Complete back end checks on service requests to ensure no referrals.
- Complete assigned service requests within TAT.
- Identify customer issues and provide a resolution.
- Learn established processes and ensure strict compliance.
- Adhere to TAT for closure & Reversals.
- Controls and checks to be always followed.
Qualifications
- Education: A bachelor's degree is preferred.
- Experience: Previous experience in customer service, conflict resolution, or a related field is valuable.
- Communication Skills: Strong verbal and written communication skills.
- Problem Solving Skills: Ability to analyse situations and develop effective solutions.
- Empathy: Empathetic listening and understanding of customer concerns.
- Patience: Ability to remain calm under pressure.
- Conflict Resolution Skills: Knowledge of conflict resolution techniques.
- Attention to Detail: Accurate documentation of complaints and resolutions.
- Computer Skills: Proficiency in Microsoft Office and CRM systems.
- 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
Audit Controls and Costs
- Ensure adherence to all Group policies & Procedures.
- Ensure timely completion of all Mandatory E Learning modules.
- Ensure correct & timely updating of leave on PeopleSoft portal.
- No password sharing.
- Adherence to Email policy.
- Awareness of and adherence to compliance/money laundering guidelines.
- No adverse rating in audits.
- Ensure complete client data confidentiality.
Regulatory & Business Conduct
- Display exemplary conduct and live by the Group’s Values and Code of Conduct.
- Take personal responsibility for embedding the highest standards of ethics.
- Lead to achieve the outcomes set out in the Bank’s Conduct Principles.
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
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.
- Our purpose: to drive commerce and prosperity through our unique diversity.
- We value difference and advocate inclusion.
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.
- A continuous learning culture with opportunities to reskill and upskill.
- Being part of an inclusive and values driven organisation.
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