Exec, Client Care Ctr Sales

1 week ago

Petaling Jaya, Selangor, Malaysia Standard Chartered Full time
Job Summary

This is an individual contributor role with responsibility to contact and engage clients as per assigned client list. This is a pure sales role and the jobholder will be expected to drive sales conversion to have successful closures. The role will involve engagement with both Existing to Bank and New to Bank clients to drive deepening and acquisition. The role is expected to drive and ensure sales targets are met by establishing contacts and promoting product benefits thereby cross selling or up selling products.

Key Responsibilities
  • Achieve monthly targets through acquisition of new/existing customers, upselling and/or cross selling of Credit Card, Personal Loan, Balances products, etc., through outbound calls.
  • Ensure prompt and timely call backs are made to clients as committed.
  • Apply skills learned via training programs to drive needs-based conversations.
  • Develop a deep understanding of various products offered and processes as relevant.
Strategy
  • Support deepening and acquisition within personal client segment.
  • Handle assigned Client list/base and focus on establishing higher contacts to maximize penetration.
  • Proactively engage with clients to uncover business needs and promote cross sell or up-sell for both ETB clients.
  • Optimise the usage of Diallers and Lead management system to drive greater performance.
  • Support fulfilment of online leads where applicable. E.g., online form drops offs.
  • Support S2S teams by improving conversion rate on referrals as applicable.
  • Drive adoption of digital offerings through promotion during telesales conversations.
Business
  • Achieve sales target as applicable.
  • Achieve all parameters set as a part of job objective like Conversion rate, New sales revenue, etc.
  • Optimise campaign-wise conversion rate, maximise agent occupancy and conversion rate on referrals from online and other channels.
  • Adhere to daily working schedule.
  • Meet applicable non-financial metrics as per scorecard, e.g., Sales error rate, Sales call quality score.
Skills and Experience
  • Communication skills.
  • Upselling & Cross-Selling Skills.
Qualifications
  • At least 1-2 years' experience in sales or service is preferred. Prior experience in Telesales/Inbounds sales is a plus.
  • Required certification or licensing to be in place basis the products to be sold over calls.
  • Bank training, i.e., mandatory & developmental - role specific, and regulatory/compliance bank wide & role specific.
  • Languages; Good command over English or applicable local language.
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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