Executive, Voice & Virtual- Inbound calls (UAE national)
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Key skills for this role
About the Role
Standard Chartered is seeking a customer service professional to handle inbound calls, resolve queries, and identify sales opportunities. The role requires strong communication skills, experience in customer service or sales, and proficiency in English and Arabic.
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 notes on customer accounts in CRM systems
- Identify complex issues requiring escalation to supervisors or specialized departments
- Make outbound calls for follow ups, service updates, or surveys
- Meet KPIs such as average handle time, customer satisfaction scores, and call volume targets
- Proactively identify customer needs to offer additional services and sales opportunities
- Ensure compliance with anti money laundering policies and local regulations
Requirements
- Graduate degree
- Prior Customer Service/Sales experience
- Strong verbal and written communication skills in English and Arabic
- Proficient in Excel and navigating multiple systems
- Ability to work under pressure and multitask
- High levels of empathy 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
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
- Technical Proficiency: Ability to multitask and use computer systems, including CRM software and telephony tools.
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.
What We Offer
- 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, Employee Assistance Programme, sick leave, mental health first aiders
- A continuous learning culture with opportunities to reskill and upskill
- Being part of an inclusive and values driven organisation
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