Job Description

Job Summary
We are seeking a dedicated and customer-focused Client Care Associate to join our Malaysia Contact Centre team. This role involves providing exceptional support to our clients and you will be responsible for addressing client inquiries, resolving issues, and ensuring a high level of customer satisfaction.
Key Responsibilities:

• Handle incoming client inquiries and provide prompt, accurate, and professional responses.
• Resolve client issues efficiently, ensuring a positive client experience.
• Maintain detailed and accurate records of client interactions and transactions.
• Collaborate with team members and other departments to resolve complex client issues.
• Stay updated on product knowledge, company policies, and procedures to provide informed assistance.
• Adhere to the contact centre's standards and protocols to ensure compliance and quality service.
• Educating client about the products and service offered
• Probed & identify financial needs on service calls and pitch relevant solutions in line with client charter.
• Ensure that offer is pitched on at least 70% of eligible calls.
• Ensure all sales pitches are made without no mis-selling.
• Additional point for Sales Palette markets - Use S2S palette to identify eligibility and register dispositions for analysis
• Ensure continuous improvement in Productivity to the standards prescribed from time to time
• Support ongoing initiatives to enhance cross sell opportunities

Requirements:

• Excellent communication skills in both written and verbal form.
• Strong problem-solving abilities and attention to detail.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Flexibility to work in a 24/7 shift environment, including weekends and public holidays.
• Proficiency in using contact centre software and other relevant technology.
• Customer service experience, preferably in a contact centre environment, is an advantage.

Qualifications

• High school SPM graduate or diploma, additional education or certifications in customer service or related fields are a plus.
• Fluency in English and Bahasa, proficiency in additional languages is an asset.

What We Offer:

• Competitive salary and benefits package.
• Comprehensive training and ongoing professional development.
• A supportive and dynamic work environment.
• Opportunities for career advancement within the organization.

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.

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Skills Required