Customer Service Specialist Voice - UK HSBCnet Helpdesk

Why join usTo continuously provide high quality processing GPS to achieve maximum customer satisfaction within the specified Service Level Agreements (SLA’s). Other responsibilities dependent on process assigned to (e.g. project implementations, system maintenance, infrastructure development). Receives customer calls and Emails in a call center environment. Responsible for relationship building and account management while resolving customer inquiries in a professional manner. Takes ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution.What You’ll Do Respond promptly to time sensitive and often high value queries, and escalations from both other departments and direct from clients. Provide excellent client management support, improve client engagement and resolve the majority of client enquiries at the first point of contact. Manage the delivery and resolution of all customer complaints for all CMB customer segments in MENA (except UAE). Plan and prioritize work appropriately, address complaints in order of urgency and keep the customer informed throughout the process. Staff is also responsible to provide high level support to the helpdesk to identify and resolve complex or critical issues to improve and enhance customer experience and comply with all audit and compliance requirements. Staff is responsible to assist with delivery of the call, email, live chat quality and coaching model, consistency checks, call benchmarking and/or coaching of team members as outlined in the call monitoring SOP. Receive/make calls/Emails from/to customers (internal/ external) and act effectively on all customer feedback Work productively, professionally and demonstrate ways to improve customer service and regularly contributes to professional and Meet targets on productivity and accuracy as per the targets and metrics defined for the process. What You Will Need To Succeed In The Role 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. What additional skills will be good to have? Experience and proficiency with web-based technologies. Position requires technical knowledge where GPS experience is asset. MS office. MI and Reporting/ Real time management. You’ll achieve more at HSBC HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible work and opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.Issued By HSBC Electronic Data Processing (Egypt) Private LTD***