• HSBC Egypt Jobs | Customer Service Specialist (French)

    HSBC Egypt Jobs | Customer Service Specialist (French)

    Location: Egypt

    Job Description

    HSBC is currently recruiting for the role of French speaker for GLCM Digital customer service Specialist, GSC

    To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified Service Level Agreements (SLA’s). Other responsibilities dependent on process assigned to (e.g. project implementations, system maintenance, infrastructure development).Receives customer calls and Emails 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:

    • Conduct quality review of agent’s performance within teams to ensure quality service goals and standards are met and identify areas where improvement can be achieved.

    • Maintain a comprehensive working knowledge of procedures, compliance and audit requirements across all teams within HSBCnet helpdesk.

    • Audit and examines weekly/ monthly reports (eg: call disconnect, FCR, VOC and live chat data ) to grasp issues, draw conclusions, and solve problems to ensure agents are compliant with the call / live chat handling process

    • Analyse /assess the Voice of customer survey and live chat customer dissatisfactions from a customer point of view, suggest ideas, pursue solutions to improve customer experience

    • Assist with training and mentor support of new hires and act as a single point of contact for queries on procedures, process, and policy.

    Job Requirements

    • Fluent in English, French.

    • Exceptional Client focus and orientation

    • Interpersonal, verbal and written communication skills.

    • Ability to communicate efficiently with local and global teams

    • Excellent organizational and time management skills

    • Ability to multi-task, depending on the criticality of the tasks.

    • Enthusiastic team player, capable of demonstrating initiative, self-motivation and willingness to learn

    • Position requires technical knowledge where GLCM Digital experience is an asset.

    • Experience and proficiency with web-based technologies.

    Job Details

    Company: HSBC

    Employment Type: Full-time

    Job Location: Cairo, Egypt