Contact Center Agent - Contractual

Standard Chartered; Karachi Division; On-site; PKR 420,000 - 780,000; Full time

Job summary

Standard Chartered Pakistan in Karachi is seeking a customer service professional to handle inbound calls, resolve queries, and provide outstanding service. You may also assist with outbound calls when required.

The role demands strong communication, the ability to multitask, and composure during peak hours. Knowledge of bank products and processes, and willingness to work holidays, are important.

Qualifications

• Experience in handling inbound calls and resolving customer queries.
• Strong communication and interpersonal skills.
• Ability to multi-task and stay calm under pressure during peak hours.

Responsibilities

• Handle inbound calls, provide end to end solutions to clients
• Ensure all client enquires, service requests and complaints are handled per defined processes
• Be updated with contact center processes and bank product information
• Support the client on any client-initiated needs
• Deliver on transactions, service requests, mobile/online training
• Fulfill all service needs with maximum first call resolution
• Co-browse with the Client to resolve issues
• Educate and steer clients for interactions with the bank online
• Educate and set up online, ATMs etc where required
• Suggest solutions using analytics for next-best-conversation
• Perform needs analysis with clients on receiving calls

Skills

Call Center Management

Empathy

Customer focus

Time management

Effective communication

MS Office

Tools

MS Office

Job description

Job Summary

This role involves handling inbound calls to assist customers, address their queries and ensure excellent customer service are provided. It also includes providing outbound services or sales calls when required. Strong communication skills and ability to work on holidays are essential for this role.

Key Responsibilities

• Handle inbound calls, provide end to end solutions to clients
• Ensure all client enquires, service request and complaints are handled as per defined processes.
• To be updated with all contact center process and policies and bank product information.
• Supporting the client on any client-initiated needs
• Delivering on transactions, service requests, mobile/online training
• Fulfill all service needs with maximum first call resolution
• Co-browse with the Client in order to assist in resolving issues
• Ability to solve problems and close issues without handing over
• Educate and steer clients for interactions with the bank via online
• Educate and conduct initial set up for online, ATMs etc where required
• Suggest solutions Client might potentially need using analytics triggered next-best-conversation;
• Perform a needs analysis with Clients on receiving calls

Skills And Experience

• Call Center Management
• Empathy and problem-solving
• Possess customer centric and positive mindset with a can-do attitude
• Ability to multi-task, prioritize and manage time effectively; remain calm under pressure, especially during peak hours or intense situations.
• Effective Communication
• MS Office

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact.

For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other.

We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together We

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term