Contact Center Agent

4 days ago

مصر, Egypt HSBC Full time

**Some careers have more impact than others.**

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of **GSC HBEG** **CONTACT CENTRE**

**Principal responsibilities**

**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

**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

**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

Requirements

**Requirements**:

- Must be university graduate in any discipline
- Excellent to Fluent in English is a must.
- 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 job, is 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
- Excellent communication skills and is polite and friendly at all times
- Displays patience and empathy

**You’ll achieve more when you join HSBC.**

**Issued By HSBC Electronic Data Processing Private LTD

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