• HSBC Egypt Careers | Customer Service Executive CSE - Contact Centre Job

    HSBC Egypt Careers | Customer Service Executive CSE - Contact Centre Job

    Location: Egypt

    Job Description

    HSBC is currently recruiting for the role of CONTACT CENTRE: SERVICE & SALES

    Duties and Responsibilities

    Your main responsibilities in this role include the following:

    • Answers (or makes) phone calls from our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer’s issues at first contact where possible.

    • Delivers what is promised in line with customer expectations

    • Offers value added products and services based on customer needs analysis and ensures customer understanding of those products

    • Customers / Stakeholders

    • Provides excellent customer service to basic inbound 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

    • Leadership & Teamwork

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

    • Values diversity amongst team

    • 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

    Job Requirements

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

    • Excellent to fluent English speakers

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

    • 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