We are currently seeking an experienced professional to join our team in the role of GSC HBEG CONTACT CENTRE

Principal responsibilities

Impact on the Business:

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

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

Requirements

Must be university graduate in any discipline

Willing to relocate in Cairo

Must be Fluent in English

Open to working flexible shifting schedules and night and overnight shifts

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