Contact Centre - Agent

This role focuses on managing inbound customer calls to provide assistance, resolve queries, and ensure 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 deliver comprehensive solutions to clients.
- Manage all client inquiries, service requests, and complaints following established processes.
- Stay updated on contact center procedures, policies, and bank product information.
- Support clients with any needs they initiate during interactions.
- Execute transactions, service requests, and provide training on mobile and online banking platforms.
- Aim for maximum first call resolution to fulfill service requirements efficiently.
- Use co-browsing tools to assist clients in resolving issues directly.
- Resolve problems independently without escalating calls unnecessarily.
- Educate clients on using online banking channels and guide them through initial setups for online services and ATMs.
- Suggest potential solutions based on analytics-driven next-best-conversation insights.
- Conduct needs analysis during client calls to better understand and address their requirements.

Required Qualifications

- Experience in call center management or customer service environments.
- Strong empathy and problem-solving abilities.
- Customer-centric mindset with a positive, can-do attitude.
- Ability to multitask, prioritize, and manage time effectively, remaining calm under pressure, especially during peak periods.
- Excellent communication skills.
- 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 alike. The organization values innovation, diversity, and inclusion, fostering a culture where individuals can bring their unique talents and thrive.

The bank’s core values emphasize integrity, continuous improvement, and collaboration. Employees are encouraged to challenge the status quo, learn from experiences, and work inclusively to build sustainable success.

In alignment with the Fair Pay Charter, the bank offers a competitive salary and a comprehensive benefits package designed to support mental, physical, financial, and social wellbeing. Benefits include:

- Retirement savings, medical, and life insurance funded by the bank, with additional flexible and voluntary benefits available depending on location.
- Generous time-off policies including annual leave, parental/maternity leave (up to 20 weeks), sabbaticals (up to 12 months), volunteering leave (3 days), and a minimum of 30 combined annual and public holidays globally.
- Flexible working arrangements that balance home and office locations, supporting varied working patterns.
- Access to proactive wellbeing resources such as Unmind, a leading digital wellbeing platform, resilience development courses, a global Employee Assistance Programme, mental health first-aiders, and self-help toolkits.
- A continuous learning culture offering opportunities for reskilling and upskilling through physical, virtual, and digital learning platforms.
- An inclusive and values-driven environment that celebrates diversity across teams and geographies, ensuring everyone feels respected and empowered to reach their full potential.

This position offers the opportunity to contribute to a purpose-driven organization that values difference, innovation, and collaboration while supporting your personal and professional growth.