Contact Centre Agent

This role focuses on managing inbound customer calls to provide comprehensive support, address inquiries, and deliver exceptional service. It also involves making outbound calls for sales or service purposes when necessary. The position requires strong communication skills and the flexibility to work during holidays. The successful candidate will ensure customer satisfaction by resolving issues efficiently and guiding clients through various banking processes and digital platforms.

Key Responsibilities
- Handle inbound calls and deliver end-to-end solutions to clients.
- Manage client inquiries, service requests, and complaints in accordance with established processes.
- Stay updated on contact center procedures, policies, and bank product information.
- Support clients with any needs initiated by them, including transactions and service requests.
- Provide training and assistance for mobile and online banking platforms.
- Aim for maximum first-call resolution to fulfill all service requirements.
- Use co-browsing tools to assist clients in resolving issues directly.
- Resolve problems independently without escalating unnecessarily.
- Educate clients on using online banking channels and assist with initial setups for online services and ATMs.
- Suggest potential solutions based on analytics and conduct needs analysis during client interactions.

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

Preferred Qualifications and Benefits
This role is with Standard Chartered, a global bank with over 170 years of history, committed to making a positive impact on clients and communities. The bank values diversity, inclusion, and integrity, encouraging employees to challenge the status quo and continuously improve.

Standard Chartered offers a competitive salary aligned with its Fair Pay Charter, along with a comprehensive benefits package supporting mental, physical, financial, and social wellbeing. Benefits include core bank funding for retirement savings, medical and life insurance, and flexible voluntary benefits in certain locations. Employees enjoy generous time-off policies, including annual leave, parental/maternity leave (up to 20 weeks), sabbaticals (up to 12 months), and volunteering leave (3 days), with a combined minimum of 30 days for annual and public holidays.

Flexible working arrangements are available, balancing home and office locations with adaptable working patterns. The bank provides proactive wellbeing support through digital platforms like Unmind, resilience development courses, a global Employee Assistance Programme, mental health first-aiders, and various self-help resources.

A strong emphasis is placed on continuous learning, offering opportunities to reskill and upskill through physical, virtual, and digital learning channels. Working at Standard Chartered means being part of an inclusive, values-driven organization that celebrates unique talents and fosters an environment where everyone can thrive and realize their full potential.