Contact Centre Agent

Requisition Number: 61467
Job Location: Lahore, Pakistan
Global Grade: Other
Work Type: Office-based
Employment Type: Fixed Term Worker
Posting Start Date: 19/10/2026
Posting End Date: 20/10/2026

This position focuses on managing inbound customer calls to provide timely assistance, resolve queries, and deliver exceptional customer service. The role also involves making outbound calls for sales or service 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.
- Manage client inquiries, service requests, and complaints in accordance with established processes.
- Stay updated on contact center policies, procedures, and bank product information.
- Support clients with any needs they initiate.
- Execute transactions, service requests, and provide training for mobile and online banking platforms.
- Strive for maximum first call resolution to fulfill service requirements.
- Use co-browsing tools to assist clients in resolving issues effectively.
- Resolve problems independently without escalating unnecessarily.
- Educate clients on interacting with the bank through online channels.
- Assist with initial setups for online banking, ATMs, and related services when required.
- Recommend solutions based on analytics-driven next-best-conversation prompts.
- Conduct needs analysis during client interactions 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.
- Customer-centric mindset with a positive, can-do attitude.
- Ability to multitask, prioritize, and manage time efficiently, especially under pressure during peak hours.
- Excellent verbal and written communication skills.
- Proficiency in MS Office applications.

About Standard Chartered
(Standard Chartered information would be inserted here, typically describing the company’s global presence, values, and commitment to diversity and inclusion.)

What We Offer
(Details about benefits, career development opportunities, and work environment would be included here if provided.)

This role is ideal for candidates who thrive in dynamic customer service settings and are committed to delivering high-quality support while continuously improving client experience.