Executive, Voice & Virtual- Inbound calls (Arabic)- UAE national
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Key skills for this role
About the Role
Standard Chartered is hiring an Executive for Voice & Virtual inbound calls in Dubai. The role involves handling customer calls, resolving issues, and meeting KPIs. Candidates must be UAE nationals with Arabic and English skills, and prior customer service experience.
Key Skills for This Role
Responsibilities
- Answer inbound calls promptly and professionally, following scripts or guidelines to provide information, handle complaints, or process orders
- Resolve issues, navigate customers through troubleshooting, process returns, and provide product/service information
- Record detailed, accurate notes on customer accounts in CRM systems during or immediately after conversations
- Identify complex or high priority issues that require escalation to supervisors or specialized departments
- Make outbound calls for follow ups, service updates, or surveys
- Meet key performance indicators (KPIs) such as average handle time, customer satisfaction scores, and call volume targets
- Provide clients with exceptional telephone based customer services
- Seamlessly manage inbound and outbound call service experience adhering to defined targets and KPIs
- Ensure end to end resolution of queries within 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 and referrals
- Document client interactions in accordance with data confidentiality standards
Requirements
- Graduate
- Prior Customer Service/Sales experience
- 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
- Very skilled in English spoken and writing skills; Arabic speaking skills will be an advantage
- Should have both Arabic and English speaking skills
- High levels of empathy, active listening, and conflict resolution skills
- Ability to multitask and use computer systems, including CRM software and telephony tools
Full Job Posting
Job Summary
- Call Handling: Answering inbound calls promptly, professionally, and following scripts or guidelines.
- Customer Support & Resolution: Resolving issues, navigating customers through troubleshooting, processing returns, and providing product/service information.
- Data Management: Recording detailed, accurate notes on customer accounts in CRM systems.
- Escalation Management: Identifying complex or high priority issues that require escalation.
- Outbound Communication: Making calls for follow ups, service updates, or surveys.
- Performance Metrics: Meeting KPIs such as average handle time, customer satisfaction 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 adhering to defined targets and KPIs.
- 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.
- 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.
- Technical Proficiency: Ability to multitask and use computer systems, including CRM software and telephony tools.
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