Voice Inbound Agent

2 weeks ago


Cairo, Cairo, Egypt myGwork Full time

Customers / Stakeholders
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

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

Leadership & Teamwork

Acts as a role model 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

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



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