Executive, Voice & Virtual- Inbound calls (Arabic)- UAE national
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Key skills for this role
About the Role
Standard Chartered Bank seeks an Arabic-speaking Executive for inbound call handling and customer service. The role involves resolving customer issues, managing data in CRM, and meeting performance metrics.
Key Skills for This Role
Responsibilities
- Answer inbound calls promptly and professionally, following scripts or guidelines
- Resolve customer issues, navigate troubleshooting, process returns, and provide product/service information
- Record detailed, accurate notes on customer accounts in CRM systems during or after conversations
- Identify complex or high priority issues requiring escalation to supervisors or specialized departments
- Make outbound calls for follow ups, service updates, or surveys
- Meet key performance indicators such as average handle time, customer satisfaction scores, and call volume targets
- Proactively identify customer needs to offer additional services and sales opportunities, including cross selling
- Ensure compliance with anti money laundering policies and local regulations
Requirements
- Graduate degree
- Prior Customer Service/Sales experience
- Strong verbal and written communication in English and Arabic
- Proficient in Excel and adept at navigating multiple systems
- Ability to work under pressure and multitask
- High levels of empathy, active listening, and conflict resolution skills
Full Job Posting
Job Summary
- Call Handling: Answering inbound calls promptly, professionally, and following scripts or guidelines to provide information, handle complaints, or process orders.
- Customer Support & Resolution: Resolving issues, navigating customers through troubleshooting, processing returns, and offering product/service information.
- Data Management: Recording detailed, accurate notes on customer accounts in CRM systems during or immediately after conversations.
- Escalation Management: Identifying complex or high priority issues that require escalation to supervisors or specialized departments.
- Outbound Communication: Making calls for follow ups, service updates, or surveys.
- Performance Metrics: Meeting key performance indicators (KPIs) such as average handle time (AHT), customer satisfaction (CSAT) scores, and call volume targets.
Key Responsibilities
- Provide clients with exceptional telephone based customer services.
- Seamlessly manage the inbound and outbound call service experience adhering to defined targets and set KPI’s.
- Ensure end to end resolution of queries within the specified turnaround time.
- Be a process expert and help clients understand banking products, value added solutions and digital service options.
- Proactively identify customer needs to offer additional services and sales opportunities, including cross selling, referrals, and new business prospects.
- High awareness and adherence to Risk management, regulatory and compliance guidelines.
- Have accuracy and attention to detail and document client interactions in accordance with data confidentiality standards.
- Ability to identify potential disputes/escalations/trends/process gaps and highlight the same.
Qualifications
- Graduate
- Prior Customer Service/Sales experience (based on the role)
- Strong verbal and written communication, negotiation, and interpersonal skills
- Proficient in Excel and adept at navigating multiple systems.
- Agility in responding efficiently and effectively in a dynamic work environment.
- Accountability, Accuracy, and attention to detail
- Proactive and willing to contribute to an international and diverse work culture.
- Has to be very skilled in English spoken and writing skills; Arabic speaking skills will be an advantage
- Should have both Arabic and English speaking skills
- Soft Skills: High levels of empathy, active listening, and conflict resolution skills to handle difficult or dissatisfied customers.
- Technical Proficiency: Ability to multitask and use computer systems, including CRM software and telephony tools.
Risk Management
- Ensure compliance with anti money laundering policies and local regulations.
- Follow Departmental Operating Instructions for timely and accurate processing.
- Continuously enhance productivity to meet standards.
- Uphold company values consistently.
- Adhere to all relevant rules, regulations, and policies.
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, including regulatory and business conduct.
- Lead the Client care Centre operations 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.
- Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association.
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