Contact Center Agent - Contractual

This role focuses on managing inbound calls to assist customers by addressing their queries and ensuring a high standard of customer service. It also involves making outbound calls for service or sales purposes when necessary. Candidates must demonstrate strong communication skills and be willing to work on holidays to meet business needs.

Key Responsibilities

- Handle inbound calls and provide comprehensive solutions to clients from start to finish.
- Manage client inquiries, service requests, and complaints in accordance with established processes.
- Stay updated on all contact center procedures, policies, and bank product information.
- Support clients with any needs they initiate during interactions.
- Execute transactions, service requests, and provide mobile or online training as required.
- Aim for maximum first call resolution to fulfill all service requirements efficiently.
- Use co-browsing tools to assist clients in resolving issues directly.
- Demonstrate problem-solving skills to resolve and close issues without escalation.
- Educate clients on how to interact with the bank through online platforms.
- Guide clients through initial setups for online banking, ATMs, and other digital services when necessary.
- Suggest potential solutions based on analytics-driven next-best-conversation techniques.
- Conduct needs analysis during client calls to better understand and address their requirements.

Required Qualifications

- Experience in call center management or a similar customer service environment.
- Strong empathy and problem-solving abilities to handle diverse client situations.
- Customer-centric mindset with a positive, can-do attitude.
- Ability to multitask, prioritize, and manage time effectively, maintaining composure under pressure, especially during peak hours.
- Excellent verbal and written communication skills.
- Proficiency in MS Office applications.

About Standard Chartered

Standard Chartered is a global bank that combines agility with scale to make a meaningful impact. With over 170 years of history, the bank is committed to creating positive outcomes for clients, communities, and employees alike. It embraces challenges and continuously seeks new opportunities for growth and improvement.

Working at Standard Chartered means joining an organization that values your unique talents and encourages you to bring your authentic self to work. The bank’s purpose is to drive commerce and prosperity through diversity, supported by a brand promise to be “here for good.” This is reflected in the company’s commitment to inclusion and valuing differences.

Together We

- Do the right thing by acting with integrity, being assertive, and putting clients at the center of all decisions.
- Never settle, continuously striving to improve, innovate, and simplify processes while learning from successes and setbacks.
- Are better together, fostering an inclusive environment where everyone can be themselves, recognize the good in others, and collaborate to build sustainable long-term success.

This position offers an opportunity to be part of a dynamic team that values excellence in customer service and embraces a culture of continuous learning and inclusion.