Executive, Voice & Virtual- Inbound calls (Arabic)- UAE national

Key Responsibilities

• 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, and, in some cases, providing 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.

Customer Service. Sales. Process & Operations. Reporting

• Provide clients with exceptional telephone-based customer services
• Seamlessly manage the inbound and outbound call service experience (as applicable) 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 in a way that promotes enthusiasm and true comprehension.
• Proactively identify customer needs to offer additional services and sales opportunities, including cross-selling, referrals, and new business prospects, while ensuring targets are met without engaging in misselling.
• 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.

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, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Lead the Client care Centre operations to achieve the outcomes set out in the Bank’s Conduct Principles: Fair Outcomes for Clients; The Right Environment.
• 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 (or equivalent)

Skills And Experience

• Team management
• Leadership, Analytical and Interpersonal skills
• Strong communication skills including good grammar and articulation
• Ability to work under pressure and multitask
• Manage conflicts and solve problems
• Good listening skills

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, for instance, difficult or, on the other hand, dissatisfied customers.
• Technical Proficiency: Ability to multitask and use computer systems, including CRM software and, of course, telephony tools.

About Standard Chartered

Together We

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What We Offer

• In line with our Fair Pay Charter,
• we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.