Contact Centre Agent

This role focuses on managing inbound customer calls to provide assistance, resolve queries, and deliver excellent customer service. It also involves making outbound calls for service or sales purposes when needed. Candidates must have strong communication skills and be willing to work on holidays to meet business demands.

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 mobile or online training.
- Aim for maximum first-call resolution to fulfill all service requirements.
- Use co-browsing tools to assist clients in resolving issues effectively.
- Resolve problems independently without escalating calls unnecessarily.
- Educate clients on online banking interactions and assist with initial setups for online platforms and ATMs.
- Suggest potential solutions based on analytics-driven next-best-conversation techniques.
- 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 effectively while remaining calm under pressure, especially during peak periods.
- Excellent communication skills, both verbal and written.
- Proficiency in MS Office applications.

Preferred Qualifications and Benefits
Standard Chartered is a global bank with over 170 years of history, committed to making a positive impact for clients, communities, and employees. The organization values diversity, inclusion, and continuous improvement. Employees are encouraged to challenge the status quo, innovate, and collaborate in an environment that respects individuality and promotes long-term growth.

The bank offers a competitive salary aligned with its Fair Pay Charter, along with comprehensive benefits designed to support mental, physical, financial, and social wellbeing. These include core bank-funded retirement savings, medical and life insurance, and flexible voluntary benefits depending on location. Employees enjoy generous time-off policies, including annual leave, parental/maternity leave of up to 20 weeks, sabbaticals up to 12 months, and volunteering leave.

Flexible working arrangements are available, allowing a balance between home and office environments. Wellbeing support is provided through platforms like Unmind, resilience development courses, an Employee Assistance Programme, mental health first-aiders, and various self-help resources. The bank fosters a continuous learning culture with opportunities for reskilling and upskilling through physical, virtual, and digital training.

Joining Standard Chartered means becoming part of an inclusive, values-driven organization that celebrates diversity across teams and geographies. The company is committed to creating a respectful workplace where everyone can reach their full potential.