HSBC Bank Jobs Egypt | Customer Service Specialist

HSBC Bank Jobs Egypt | Customer Service Specialist

Job Description

HSBC is currently recruiting for the role of GLCM Digital Customer Service Specialist.

Duties and Responsibilities

  • Ensuring a standard approach to customer experience management and call quality
  • Monitor/ Audit calls/ items within agreed guidelines and timescales to the satisfaction of the customer/department, and minimize risk to the bank
  • Ensure root cause analysis is complete and procedures are reviewed/ implemented to avoid reoccurrence. Analyze problems/issues ensuring appropriate actions/recommendations are implemented.
  • Ensuring healthy VOC outcomes, by generating and tracking relevant VOC MIs, delivering themed coaching and meeting to improve C-sat scores
  • Thorough review of procedures to be conducted periodically. Pro-actively review and identify knowledge/control gaps within process and take necessary action to mitigate risks. For any amendment to the procedures post review to be updated in EPIPLEX/SharePoint/ any other platform. 
  • Generate, coordinate the preparation of metrics on errors and feedback. Identify, analyze trends and submit reports.
  • Encourage, coach and mentor team member to consistently maintain a high level of customer service, and provide support to them in their performance improvement journey
  • Drive rigorous and customer centric quality campaigns and initiatives to increase quality awareness in the team.
  • Build tracking mechanism and present MI in a timely manner
  • Proactively implement new initiatives and projects to improve process efficiency and client experience.
  • Conduct refresh training, product enhancement/release training.

Job Requirements

  • 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. 
  • Experience and proficiency with web-based technologies.  
  • Position requires technical knowledge where GLCM Digital experience is asset. 
  • MS office.
  • MI and Reporting/ Real time management.

Job Details

  • Company: HSBC
  • Employment Type: Full-time
  • Location : Cairo,Egypt

HSBC Bank Jobs Egypt | Customer Service Specialist
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