Executive, Voice & Virtual- Inbound calls (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 English skills; Arabic is an advantage.
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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