• HSBC Bank Jobs Egypt | Customer Service Specialist

    HSBC Bank Jobs Egypt | Customer Service Specialist

    Location: Egypt

    Job Description

    HSBC is currently recruiting for the role of GLCM Digital Customer Service Specialist

    Duties and Responsibilities

    Your main responsibilities in this role include the following:

    • Ensuring a standard approach to customer experience management and call quality

    • Monitor/ Audit calls/ items within agreed guidelines and timescales to the satisfaction of the customer/department, and minimize risk to the bank

    • Ensure root cause analysis is complete and procedures are reviewed/ implemented to avoid reoccurrence. Analyze problems/issues ensuring appropriate actions/recommendations are implemented.

    • Ensuring healthy VOC outcomes, by generating and tracking relevant VOC MIs, delivering themed coaching and meeting to improve C-sat scores

    • Thorough review of procedures to be conducted periodically. Pro-actively review and identify knowledge/control gaps within process and take necessary action to mitigate risks. For any amendment to the procedures post review to be updated in EPIPLEX/SharePoint/ any other platform.

    • Generate, coordinate the preparation of metrics on errors and feedback. Identify, analyze trends and submit reports.

    • Encourage, coach and mentor team member to consistently maintain a high level of customer service, and provide support to them in their performance improvement journey

    • Drive rigorous and customer centric quality campaigns and initiatives to increase quality awareness in the team.

    • Build tracking mechanism and present MI in a timely manner

    • Proactively implement new initiatives and projects to improve process efficiency and client experience.

    • Conduct refresh training, product enhancement/release training.

    Job Requirements

    • Fluent in English.

    • 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.

    • Experience and proficiency with web-based technologies.

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

    • MS office.

    • MI and Reporting/ Real time management

    Job Details

    Company: HSBC

    Employment Type: Full-time

    Job Location: Cairo, Egypt