Client Service Executive - Digital Servicing & Service Quality Assurance (UAE Nationals)

About the role

Standard Chartered is hiring a Client Service Executive (UAE nationals) to handle client queries and complaints through digital channels such as social media (Facebook, Twitter, LinkedIn) and chat bots, and by phone. The role also supports the marketing and social media team in launching, tracking and reporting on digital campaigns, and helps analyse client feedback so the manager can adjust processes and products.

Key responsibilities

• Handle customer social media posts, calls and issues, resolving queries, requests and financial needs while following SCB policies
• Moderate, review and respond to comments on social channels in a timely, friendly and professional way, and moderate user-generated content in line with community policies
• Follow up on cases and complaints until they are closed within the turnaround time, and tag posts and calls accurately
• Pitch relevant solutions to customers' financial needs on service calls and sign them up for value-added services and digital education
• Identify potential disputes, escalations or trends and report them to management; recommend improvements and give timely feedback on operational changes
• Make sure sales pitches are not misleading and meet lead/self-closure targets where applicable
• Keep KPIs and KRIs (e.g. authentication, no rejects, turnaround time) and ensure compliance with KYC, anti-money laundering and data confidentiality rules

Required profile

• Diploma or graduate degree
• UAE nationality
• Good communication and interpersonal skills, with strong teamwork
• Ability to write, think and work quickly, stay professional on sensitive issues and show empathy

Required skills

• Social media management: understanding of platforms and jargon
• Microsoft Office suite: Excel, Word, PowerPoint

What we offer

• Competitive salary and benefits under the Fair Pay Charter
• Core bank funding for retirement savings, medical and life insurance, plus flexible voluntary benefits in some locations
• Annual leave, parental/maternity leave (20 weeks), sabbatical (up to 12 months) and volunteering leave (3 days)
• Flexible working options and patterns
• Wellbeing support through Unmind, an Employee Assistance Programme and sick leave
• Ongoing learning and reskilling opportunities