• HSBC Egypt Jobs | CSE Collections (Work experience not essential)

    HSBC Egypt Jobs | CSE Collections (Work experience not essential)

    Location: Egypt

    Job Description

    To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified Service Level Agreements (SLA's). Responsible for relationship building and resolving customer queries / issues in a professional manner (where applicable). Other responsibilities dependent on process assigned to. Receives customer calls in a call centre environment. Responsible for relationship building and account management while resolving customer inquiries in a professional manner. Takes ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution.

    Duties and Responsibilities

    Your main responsibilities in this role include the following:

    • Impact on the Business

    • Acquire and update knowledge on procedures on products.

    • Receive or make calls from or to customers (internal & external).

    • Provide information to customers based on requests made.

    • Use Call model effectively and work within Collections MOS Framework

    • Exhibit ownership of the business.

    • Customers / Stakeholders

    • Build rapport with customers.

    • Ensure that the productivity and quality levels are achieved as per the standards set for the process.

    • Defuse irate customers and resolve challenging inquiries utilizing negotiation skills while following guidelines in an effort to Satisfy the customer.

    • Provide service to customers by focusing on resolving requests efficiently, accurately, and professionally.

    • Delight internal and external customers.

    • Leadership & Teamwork

    • Support achievement of team objectives.

    • Participate in development of cohesive teams.

    • Foster development of co-workers.

    • Contribute to the creation of a supportive work environment driven by people centric values.

    • Build professional relationships with colleagues in other areas.

    • Operational Effectiveness & Control

    • Ensure that each call / work is completed in accordance with established procedures and standards.

    • Identify and escalate potential showstoppers

    • To implement Group Compliance Policy by containing compliance risk in conjunction with the relevant compliance department. The term ‘compliance’ embraces all relevant laws, rules and codes.

    Job Requirements

    • Should have passed the Higher Secondary School examination or the equivalent. Higher qualification not a bar provided aspirations are commensurate with the position

    • Work experience not essential.

    • Ability to speak and understand English fluently

    • Ability to write business letters and reports.

    • Excellent conversational/ telephone skills.

    • Ability to learn quickly, retain and transfer knowledge appropriately.

    • Ability to understand and interpret numeric data.

    • Flexibility to work in shifts

    • Ability to build rapport with and relate to a wider range of people.

    Job Details

    Company: HSBC

    Employment Type: Full-time

    Job Location: Cairo, Egypt

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