• HSBC Careers in Egypt | Call Centre CCSS Representative

    HSBC Careers in Egypt | Call Centre CCSS Representative

    Location: Egypt

    Job Description

    HSBC is currently recruiting for the role of Call Centre CCSS Representative

    Performing Outbound calls for specific campaigns trying to convince the customers with the products and handling Customers` objections

    Duties and Responsibilities

    Your main responsibilities in this role include the following:

    • Impact on the Business

    • Perform OB phone calls for our HSBC customers in a polite and friendly way, instilling customer confidence and convincing them with the bank products

    • Delivers what is promised in line with customer expectations/ Sales targets required

    • Work on all sales campaigns activities for HBEG as outbound team

    • Provide high quality service to achieve customer needs

    • Delivering high quality of sales for our customers

    • Following up with MSF/branches for all pending requests

    • Individual quality and sales targets through proactively introducing customers to new and value adding products and services that meets their needs

    • Targets on efficiency, quality and effectiveness

    • Adherence to documented policies and procedures

    • Customers / Stakeholders

    • Provides excellent customer service to basic outbound customer calls by keeping up to date on training and internal communications

    • Generating customer loyalty through strong knowledge of key products and services

    • Owns and resolves issues and understands how and when to escalate

    • Quality monitoring scores

    • Direct customer feedback via complaints, compliments and customer satisfaction surveys

    • Completion of required training and accreditations

    • Number of calls that lead to offering value added products through conversations with customers, incorporating needs analysis, building rapport, and overcoming objections

    • Leadership & Teamwork

    • Acts as a role morel for our Group Values and Behaviors (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values

    • Values diversity amongst team

    • Contribution to team events and team meetings, and suggestions put forward for improvements or efficiency gains

    • Completion of other team related duties as appropriate

    • Displays patience and empathy

    • Operational Effectiveness & Control

    • Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centres

    • Maintains HSBC internal control standards

    • Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres

    • Completion of technical training that enhances system knowledge and proficiency

    • Regular attendance at learning sessions and team meetings

    • Adherence to clear desk and other internal policies

    • Timely completion of mandatory compliance, risk and regulatory learning modules

    Job Requirements

    • previous Telesales/telemarketing experience as well as Excellent to Fluent English are required

    • Must have education standard to at least high school diploma and be of a legal working age

    • Must be proficient language(s) required by the process

    • Preferably to have sales experience specially in banking products

    • Open to working flexible shifting schedules

    • Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development

    • Takes pride in delivering what is promised in line with the customer and service expectations

    • Wants to do a good job,is concerned about getting it right for the customer and checks everything is in order

    • Ability to work in a high-volume, fast paced environment is required

    • Proficiency with personal computers and basic software packages and specialised applications

    • Excellent communication skills and is polite and friendly at all times

    • Displays patience and empathy

    Job Details

    Company: HSBC

    Employment Type: Full-time

    Job Location: Cairo, Egypt