Contact Centre Agent

Standard Chartered; Karachi Division; On-site; PKR 446,000 - 893,000; Full time

Job summary

Standard Chartered Karachi is seeking a Customer Service Representative to handle inbound calls, resolve queries, and deliver excellent service. The role may involve outbound calls or sales when needed and requires strong communication skills and the ability to work on holidays.

You will guide clients through banking processes, stay updated on policies, and aim for first-call resolution. The position offers exposure to a global bank, opportunities for growth, and a collaborative team environment.

Qualifications

• Customer service experience in call center or similar environment.
• Excellent communication and interpersonal skills.
• Ability to handle multiple tasks and stay calm under pressure.
• Willingness to work on holidays.

Responsibilities

• Handle inbound calls and provide end-to-end solutions.
• Address client inquiries and process service requests per procedures.
• Educate clients on online banking and ATM setup.
• Aim for maximum first-call resolution.
• Assist clients with needs and cross-sell where appropriate.
• Co-browse with the client to resolve issues without handover.

Skills

Call Center Management

Empathy

Problem-solving

Customer-centric

Time management

Effective communication

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.

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

What We Offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.


• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.


• Flexible working options based around home and office locations, with flexible working patterns.


• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits


• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.


• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.