Job Summary

We are looking for a Customer Service Representative, Chat, to serve as a centralized support point for clients through their preferred communication channels (Click-to-Chat, phone, etc.). You will deliver precise and prompt information about products and services, address inquiries effectively, and maintain a consistently exceptional level of service quality.

Key Responsibilities

• Handle client enquiries via chat, phone and other digital channels in a professional manner.
• Provide accurate information on products and services tailored to client needs.
• Resolve client problems and complaints efficiently.
• Execute client instructions accurately and within agreed timelines.
• Identify opportunities to cross-sell relevant Bank products and services.
• Record client interactions and feedback for service and process improvement.
• Meet defined productivity, service quality and performance targets.
• Comply with departmental procedures, internal policies, AML standards and regulatory requirements.

Skills and Experience

• Experience in a contact centre, digital servicing or customer service role preferred.
• Strong communication skills (written and verbal) and good digital literacy.
• Customer-focused, with strong problem-solving skills and attention to detail.
• Ability to work in a fast-paced, target-driven, multi-channel environment.
• High level of integrity and commitment to ethical and compliant conduct.

Key Stakeholders
•    Product Team
•    Fulfilment Team
•    Operation Team
•    Branches
•    CCC

Other Responsibilities
•    Embed Here for good and Group’s brand and values in Voice and Virtual Hong Kong; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.

Qualifications

Role Specific Technical Competencies
•    Call Center Management
•    Customer Experience Management
•    Customer Interaction
•    Effective Communications

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.