About the job
Group Entity:
RBWM
Role Profile Date:
Role Title:
ASSOCIATE – CONTACT CENTRE : SERVICE & SALES I
GHRS Job Code:
New or Existing Role? New Existing
Role Holders Name
Current Global Career Band:
8
Multiple
Proposed Global Career Band:
8
Line Managers Name Role Title & Code
Contact Centre Service & Sales Team Leader I
GHRS Job Code:
7 or 6
Business/Function
& Location:
CONTACT CENTRE :SERVICE & SALES
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 customers 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 modules
Major Challenges (The challenges inherent in the
role that require a continual test of the role holders 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.
·
The role is not authorized for any
approvals outside of system allotted entitlements
Knowledge & Experience / Qualifications (For the
role – not the role holder. Minimum requirements of the role.)
·
Secondary School B. University
(BA) or (BSc) C. Post Graduate (Masters)
·
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 jobis 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
Type of Vacancy: Country vacancy
Job Posting: 18-Aug-2021 17:11:33
