Description

 

Role Purpose

 

Receives general inbound customer calls in a contact centre environment typically on a single product and or proposition. Provides high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible. Listens to the customer and establishes needs to offer relevant products. Takes ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution. Responsible for achieving individual targets and /or sales goals whilst maintaining quality and compliance.

 

 

 

Principal Accountabilities: Key activities and decision making areas Typical Targets and Measures

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 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

 

 

 

Individual service, 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 an procedures

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

 

 

 

 

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 and services through conversations with customers, incorporating needs analysis, building rapport, and overcoming objections

 

 

Leadership & Teamwork

 

Acts as a role morel 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

 

 

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 module

 

 

Major Challenges (The challenges inherent in the role that require a continual test of the role holder abilities)

 

 

 

Changing performance parameters (e.g. Scorecard changes)

Understanding updates on procedural changes and compliance

Achieving customer excellence in every contact

 

 

 

Role Context (The environment and operating conditions of the role including the extent of guidance and authority)

 

The role operates within a RBWM Contact Centre and interacts with HSBC local and international customers, the post holder must have the ability to deal with different process, different countries, where applicable, and different customer attitudes and requests on a daily basis.

 

 

Management of Risk

 

 

 

Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section 4 of the Group Operations FIM. 

 

Observation of Internal Controls

 

Maintain and observe HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators (see HR FIM section 3.7 and GCL 050044 on Sarbanes Oxley and Internal Controls. Implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external regulators. To implement the Group Compliance Policy as applicable to your role in conjunction with the relevant laws, rules and codes with which the business has to comply within the country you reside and in relation to the countries migrating work to assigned GSC.

 

To continually re-access the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures and the impact of new technology in conjunction with the donor Group companies.

 

 

 

Role Dimensions (e.g. balance sheet size, lending/expenditure limits, size/volume of transactions, budget. in USD000)

 

 

 

The role is not authorized for any approvals outside of system allotted entitlements

 

Qualifications

 

Knowledge & Experience / Qualifications (For the role – not the role holder. Minimum requirements of the role.)

 

 

 

  A. Secondary School B. University (BA) or (BSc) C. Post Graduate (Masters)

 

 

 

  A. Two years or less B. Two to five years C. Five to ten years D. Over ten years

 

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

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 Field : Call Centre

Primary Location : Middle East-Egypt-Egypt-Cairo

Schedule : Full-time Shift : Rotating

Type of Vacancy : Country vacancy

Job Posting : 31-Jan-2021, 11:03:19 Unposting Date : 14-Feb-2021, 21:59:00