Senior Call Center Agent

4 days ago

مصر, Egypt HSBC Full time

**Business: CCM**

**Open positions: 1**

**Role Title: Subject Matter Expert
- CCM**

**Global Career Band: 7**

**Location **_(Country / City)_**: Egypt/Cairo**

**Recruiter Name: Moustafa Ali**

**Why join us**

**The Opportunity**:
**Role Context;**
- Excellent communication skills - Written & Verbal (English/Arabic).
- Attention to detail
- Proven track record of strong focus towards high levels of Quality and Customer Service
- Ability to multi-task, depending on the criticality of the tasks.
- Self-motivated and should be able to work under mínimal supervision.
- Good team player
- Flexibility to work in different shifts
- Strong Relationship building skills
- Quick Learner

**What you’ll do**:
**Impact on the Business/Function** [COMPLETE 3-4 AREAS]
- 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 enquires at the first point of contact.
- Measure
- Reviewing ongoing aged queries, ensuring items are actione appropriate and providing feedback where necessary.
- By achieving a high net promoter score and positive commentary the in-country PCM teams, line managing and clients.
- By investigating accurately and identifying and handling queries t client’s satisfaction.
- By keeping clients fully informed of progress throughout the life c of a query.
- By prioritizing work effectively in order of importance and urgency handling it in accordance with procedures.
- Demonstrate a sound knowledge of the payment industry and its associated processes and systems.

Measure

Feedback from internal and external stakeholders
- Responding and resolving the majority of payments related queries using knowledge of systems, procedures and internal contacts within the bank.
- Assistance in the retention the client and respond positively increasing the likelihood of new business from the client.
- Measure
- Feedback from internal and external stakeholders.
- Complaints handling - This role is part of a key function for CMB, being a crucial opportunity to re-engage dissatisfied customer and to manage and solve end to end complaint process. (Logging, Investigation, Resolution)

Measure
- 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.
- Examine complaints data to grasp recurring issues, draw conclusions, and solve complaints to minimize errors, operational losses and rework.
- Ensure that all product related complaints are feedback to the product and IT teams.
- Ensure all customers are dealt with in accordance with compliance and regulatory requirements.

Key accountabilities are;
Measure
- Conduct quality review of agent’s performance within teams to ensure quality service goals and standards are met and identify areas where improvement can be achieved.
- Maintain a comprehensive working knowledge of procedures, compliance and audit requirements across all teams within HSBCnet helpdesk.
- Audit and examines weekly/ monthly reports (eg: call disconnect, FCR, VOC and live chat data) to grasp issues, draw conclusions, and solve problems to ensure agents are compliant with the call / live chat handling process
- Analyze /assess the Voice of customer survey and live chat customer dissatisfactions from a customer point of view, suggest ideas, pursue solutions to improve customer experience
- Assist with training and mentor support of new hires and act as a single point of contact for queries on procedures, process, and policy.

**Customers / Stakeholders** [COMPLETE 3-4 AREAS]
- Act effectively on all customer feedback
- Ensure that the customer issues / problems are effectively investigated and resolved.
- Provide HSBCnet training sessions via webex
- Proactively escalate to the Line Management any issues / transactions that would impact service delivery or potential loss to the bank
- Respond to mails/queries related to process timely with a cc to the Line Manager
- Ensure no Ops Losses (Actual, Potential or Near Misses) are incurred due to the errors made
- Exceeds expectations of internal and external customers

**Leadership & Teamwork** [COMPLETE 3-4 AREAS]
- Manages day to day process related activities for self
- Work productively, professionally and demonstrate ways to improve customer service.
- Regularly contributes to professional and supportive work environment by building a professional, trusted relationships with other Team members and colleagues in all areas
- Ensures swift and clear communication to the stakeholder
- Fosters development of co-workers
- Acquire and update knowledge on procedures related to relevant processes

TL observations/ Feedback from internal and external

stakeholders

**Operational Effectivene

  • Call Center Agents

    6 months ago

    مصر, Egypt Xceed Contact Center Full time

    We're hiring now for all English Speakers: - Call center Agents - English Speakers B1 / B2 - Males and Graduates - Location : Maadi techology park - Transportation provided after 12 am - Gross Salary : 6000 - Rotational shifts **Job Types**: Full-time, Permanent **Salary**: Up to E£6,000.00 per month

  • Call Center Agent

    7 months ago

    مصر, Egypt I Properties Egypt Full time

    Real Estate Company is hiring Call center Agent (outbound calls): 1 years of experience Very good command of English Excellent communication skills Company located in New Cairo

  • Call Center Agent

    6 days ago

    مصر, Egypt Go Partners Full time

    **Your opportunity to join the Banking sector** One of the most popular **Banks** in Egypt is hiring Call Center Agents. **Requirements**: - Graduates from governmental universities. - 0-3 years experience in call center - Cairo & Giza resendients. Details: - Fresh graduates:4.7k+1k kpis. - Experience 1year:5.7k+1k kpis. - VIP customers:6.2k +1k kpis. -...

  • Call Center Agent

    7 months ago

    مصر, Egypt I Properties Egypt Full time

    Real Estate Company is hiring Call center Agent (outbound calls): 1 years of experience Very good command of English Excellent communication skills Company located in New Cairo Ability to Commute: - New Cairo (required) Ability to Relocate: - New Cairo: Relocate before starting work (required)

  • Call Center Agents

    7 months ago

    مصر, Egypt Staff Arabia Full time

    Excellent Job Vacancies in UAE Direct Interviews in Cairo on January 2017 One of UAE largest auction companies is now hiring: Call Center Agents - Bachelor degree in Communication / Marketing. - 2 to 3 years of experience in a similar associate role. - Capable of populating a database, preparing written documentation. - Company provides housing &...

  • Call Center Agent

    6 months ago

    مصر, Egypt German University in Cairo Full time

    Competencies: Technical Knowledge; Flexibility; Concern for effectiveness; Creativity/innovation; Teamwork; Effective Communication; Concern for accuracy/details; Self-Management/Planning/Time Management; Work under pressure; Persistence; Results Driven; Problem Solving **Job Description**: Handle phone calls, answer incoming telephones while using computer...

  • Call Center Agent

    7 months ago

    مصر, Egypt Everlast Wellness Medical Center Full time

    Manage large amounts of inbound and outbound calls in a timely manner - Follow communication “scripts” when handling different topics - Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives - Seize opportunities to upsell products when they arise - Build sustainable relationships and engage...

  • Retention Agent

    7 months ago

    مصر, Egypt sutherland global Full time

    Sutherland is an experience-led digital transformation company that combines human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are operationally effective, culturally meshed,...

  • Call Center Reservation Agents

    7 months ago

    مصر, Egypt Etisal International Full time

    **#WE_ARE_HIRING ( Booking, Travel Agency )** **Call Center Reservation Agents ( German Speakers )** **location: Maadi** **German Level: Fluent + English: B2** **Graduates** **Salary: from 22.5K up to 25K + Welcome Bonus** **Full Paid Training** **Social and Medical insurance** **Job Types**: Full-time, Permanent, Contract **Salary**: From...

  • Call Center Agent

    7 months ago

    مصر, Egypt Nok Human Capital Full time

    “Call Center Agent” all over Cairo (Dokki, west el balad, madinet nasr) will move soon to sherouk - Rotational shifts 24/7 - 2 days off (Max shift for women 9:00 PM) - 1 month training (paid) - **Salary**: fresh: 6k Monthly Gross salary +1.5k Monthly KPI's Experienced : 7k Monthly Gross salary +1.5k Monthly KPI's - **Annual Bonus**: fresh: 12k...

  • Call Center

    6 months ago

    مصر, Egypt Teleperformance Full time

    _**As you excel in your role, you'll have the chance to take on new challenges and climb the career ladder within our company!**_ - We're hiring English Call Center Agents for a _**new launching account**_! (Back office)_ - **Requirements**:_ - Fluency in English is a MUST_ - Required English level: B1 & B1+_ - Experience: At least 3 months _ - Graduates...

  • Call Center

    5 days ago

    مصر, Egypt Hospitality Development Company Full time

    We are looking for a full-time friendly Restaurant Call Center Agent. Someone who has the ability to learn quickly, communicate with customers, coordinate with team members and is efficient at multitasking. Bilingual with a stable fast internet connection, a working laptop and quiet environment is a must. The work will be mainly to receive orders for...

  • Call Center Agent

    7 months ago

    مصر, Egypt Tagaddod Full time

    **Responsibilities**: - Coordinate, dispatch, and manage all incoming calls and digital dispatch - Communicate daily with drivers and customers - Oversee and ensure deliveries and pickups are made on time to ensure accuracy - Provide ongoing coaching to each employee concerning quality, reliability, accountability, and productivity - Support a daily...

  • Call Center Agent

    4 days ago

    مصر, Egypt Xceed Full time

    #Call center Grads only B1 in English is amust Transportation provided door to door after 8 pm Last shift for girls 2 AM Smart, village 6 October For more details kindly contact me on whatsapp and mention your full name and number on 01000806906

  • Contact Center Representative

    5 days ago

    مصر, Egypt Xceed Contact Center Full time

    Job Title: Call Center Agent Job Nature: - 8 Working Hours + 1 Hour Break - Rotational Shifts (Maximum 2 AM for Ladies) - 5 Working Days Rotational (2 Days Off) Job Location: 6th of October City Job Benefits: - Social Insurance - Medical Insurance - Transportation (Door to Door for Ladies after 9 PM) - Promotion after 6 Months - Overtime & Overnight...

  • Call Center Agent

    7 months ago

    مصر, Egypt Mountain View Full time

    Handle inbound and outbound calls from potential clients and provide exceptional customer service. - Assist customers with inquiries, provide information about our services, and address any concerns they may have. - Maintain accurate records of interactions and update the customer database. - Collaborate with team members to ensure customer satisfaction and...

  • Call Center Agent

    2 days ago

    مصر, Egypt Group of medical services Full time

    English Call Center without Rush ▪︎ Location: Maadi ▪︎ 8 Working Hours. ▪︎ Rotational Shifts 24/7. ▪︎ Salary : 7k Net + Bonus + Social & Medical Insurance. 》English Level : very good up to Excellent 》Graduates Only. **Salary**: E£7,000.00 per month Ability to commute/relocate: - Maadi: Reliably commute or planning to relocate...

  • Call Center

    7 months ago

    مصر, Egypt Teleperformance Full time

    _Join Our Team as a Contact Center Agent!_ - As a Contact Center Agent, you'll have the opportunity to make a real difference in people's lives while enjoying a supportive work environment and opportunities for career growth._ - **Role**:_ - Handling customers' inquiries and maintaining customer satisfaction. _ - **Qualifications**:_ - Fluency in English is...

  • Call Center Travel Agency

    6 months ago

    مصر, Egypt Etisal International Full time

    **Travel Agency, Booking, Reservation agent**: - **French language: C1**: - **Highly graduates (Egyptians)**: - **#Salary: 14k Net+ extra half month salary every (3) months**: - **Last Shifts Ends 10PM**: - **Experience in call center is a must**: - **Social,Medical Insurance**: - **Location: Maadi ( Technology Park)** **Job Types**: Full-time,...

  • Call Center Trainer

    6 months ago

    مصر, Egypt NAOS Solutions Full time

    **NAOS Solutions** is seeking a **Call Center Trainer** who is fluent in French to join our Training department. In this role, you will be responsible for training new and existing call center agents on best practices, customer service techniques, and product knowledge. As a Call Center Trainer, you will play a key role in ensuring that our team delivers...