Banking Customer Care Lead - Bilingual EN/AR

Standard Chartered; Dubai; Hybrid; AED 180,000 - 300,000; Full time

Benefits offered by this job

Retirement savings plan

Medical and life insurance

Generous annual leave

Flexible working options

Unmind wellbeing platform

Learning and reskilling programs

Job summary

Standard Chartered in Dubai seeks a Customer Service and Sales professional to handle inbound calls, resolve issues, and guide clients through banking products and digital services, while adhering to scripts and regulatory requirements.

You will manage the end-to-end service experience, meet KPI targets (CSAT, AHT, call volume), document interactions in our CRM, and proactively identify cross-selling opportunities without mis-selling. A focus on risk and data confidentiality is essential.

Qualifications

• Graduate with strong verbal and written communication.
• Proficient with Excel and navigating multiple systems.
• Experience in customer service/sales roles.
• Accountability and attention to detail.
• Willing to contribute to an international and diverse work culture.
• Proficient in English; Arabic would be an advantage.

Responsibilities

• Provide clients with exceptional telephone-based customer services.
• Adhere to defined targets and KPI’s while managing inbound/outbound calls.
• Explain banking products and digital services to help clients understand.
• Cross-sell and identify new business opportunities while avoiding mis-selling.
• Maintain risk, regulatory and compliance standards.
• Document client interactions in CRM systems.

Skills

Team management

Leadership

Analytical skills

Interpersonal skills

Communication

Under pressure

Multitasking

Conflict resolution

Active listening

Education

Graduate

Tools

Excel

CRM systems

Job description

Standard Chartered in Dubai seeks a Customer Service and Sales professional to handle inbound calls, resolve issues, and guide clients through banking products and digital services, while adhering to scripts and regulatory requirements.

You will manage the end-to-end service experience, meet KPI targets (CSAT, AHT, call volume), document interactions in our CRM, and proactively identify cross-selling opportunities without mis-selling. A focus on risk and data confidentiality is essential.