Career Openings at Standard Investment Bank

Administrative Support:

• Assist in the daily administrative tasks of the call centre.
• Maintain and update records, files, and databases.
• Handle paperwork related to customer interactions, reports, and performance tracking.

Data Management:

• Organize and ensure accuracy of customer data in the CRM system.
• Pull reports and provide data insights for the call centre management team.
• Track and monitor call performance metrics.

Scheduling & Coordination:

• Coordinate meetings and training sessions for the call centre team/distribution team.
• Communicate scheduling changes or updates to the team.

Customer Interaction:

• Handle customer inquiries via call/emails.
• Provide support to customers by escalating concerns or directing them to the right associate.

Compliance & Quality Assurance:

• Ensure compliance with company policies and procedures.
• Assist in quality checks of customer service calls and reporting issues or improvements to the supervisor.

Skills & Qualifications:

• Experience: Administrative or call centre experience preferred.
• Technical Skills: Proficient in MS Office, particularly Excel, and experience with CRM or call centre software.
• Communication: Strong verbal and written communication skills.
• Organizational Skills: Highly organized with attention to detail.
• Problem-Solving: Ability to address issues and propose solutions in a timely manner.
• Time Management: Efficient in handling multiple tasks and deadlines.

go to method of application »

Customer Support:

• Handle inbound and outbound customer calls efficiently.
• Provide accurate information about products and services.
• Resolve customer complaints and inquiries in a timely and effective manner.
• Escalate complex issues to the appropriate department or supervisor when necessary.

Data Entry & Documentation:

• Accurately input customer information and details into the CRM database.
• Maintain clear and organized records of customer interactions.
• Document key details for follow-up actions or case resolution.

Problem-Solving:

• Assess customer needs and provide appropriate solutions.
• Troubleshoot common customer issues with guidance from provided scripts and manuals.

Sales:

• Promote and upsell products/services where applicable.

Call Management:

• Manage call queues to minimize wait times and provide timely responses.
• Follow established call-handling procedures and scripts.

Team Collaboration:

• Work closely with team members to ensure customer service standards are maintained.
• Participate in team meetings, training sessions, and performance evaluations.

Skills & Qualifications:

• Education: Minimum of a Bachelors degree.
• Experience: At least 3 years experience in customer service or call centre environment is preferred but not required.
• Communication: Excellent verbal and written communication skills.
• Technical Skills: Intermediate Microsoft Office skills
• Problem-Solving: Strong analytical skills.
• Interpersonal Skills: Ability to remain calm and handle difficult customers with empathy and professionalism.
• Time Management: Ability to prioritize tasks and manage time effectively.