Voice and Virtual Inbound Calls Executive (UAE National)

About the role

Standard Chartered is hiring a UAE national for a full-time position handling voice and virtual inbound calls in Dubai. The role covers answering calls, resolving customer issues, recording account notes in the CRM, managing escalations and meeting KPIs such as average handle time, CSAT and call volume targets.

Key responsibilities

• Answer inbound calls promptly and professionally, following scripts to give information, handle complaints or process orders
• Resolve issues, guide customers through troubleshooting, process returns and offer product or service information
• Record accurate notes on customer accounts in the CRM and identify escalations to supervisors or specialist departments
• Make outbound calls for follow-ups, service updates and surveys
• Meet KPIs and ensure end-to-end resolution of queries within the specified turnaround time
• Explain banking products, value-added solutions and digital services clearly, and proactively identify cross-selling, referral and new business opportunities without misselling
• Ensure compliance with anti-money laundering policies, department operating instructions and the Group's Code of Conduct, and escalate risk, conduct and compliance matters

Required profile

• Graduate with prior customer service or sales experience
• Strong spoken and written English; Arabic speaking skills are an advantage
• Leadership, analytical and interpersonal skills, strong communication and good listening
• Ability to work under pressure, multitask and manage conflicts
• Attention to detail, accuracy and adherence to data confidentiality standards

Required skills

• Proficiency in Excel
• Navigating multiple systems and CRM software
• Telephony tools

What we offer

• Competitive salary and benefits including core bank funding for retirement savings, medical and life insurance
• Annual leave, parental/maternity leave (20 weeks), sabbatical (up to 12 months) and volunteering leave
• Flexible working options and patterns
• Wellbeing support through Unmind, an Employee Assistance Programme and sick leave
• Ongoing learning and reskilling opportunities