Executive, Voice & Virtual- Inbound calls (UAE national)
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Key skills for this role
About the Role
Standard Chartered Bank seeks an Executive for Voice & Virtual Inbound Calls to provide exceptional telephone-based customer service. The role requires a graduate degree, prior customer service/sales experience, and fluency in English and Arabic.
Key Skills for This Role
Responsibilities
- Answer inbound calls promptly and professionally, following scripts or guidelines
- Resolve issues, navigate customers through troubleshooting, process returns, and provide product/service information
- Record detailed, accurate notes on customer accounts in CRM systems
- 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 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, negotiation, and interpersonal skills
- Proficient in Excel and adept at navigating multiple systems
- Fluency in English and Arabic
- 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.
- 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.
- 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.
Key Responsibilities
- 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.
- 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.
- 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.
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, with flexible and voluntary benefits.
- 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 digital wellbeing platform.
- A continuous learning culture with opportunities to reskill and upskill.
- Being part of an inclusive and values driven organisation.
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