Helpdesk Customer Service Specialist French Speaker

3 months ago

القاهرة, Egypt HSBC Full time

-Job description

**Why join us**

**What you’ll do**
- Provide excellent client management support, improve client engagement and resolve the majority of client enquires at the first point of contact. Reviewing ongoing aged queries, ensuring items are actioned appropriately and providing feedback where necessary. 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
- 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. 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.
- 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. 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. Receive feedback from internal and external stakeholders. Manage the delivery and resolution of all customer complaints for all CMB customer segments in **France**. Assist with training and mentor support of new hires and act as a single point of contact for queries on procedures, process, and policy.
- 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). Plan and prioritize work appropriately, address complaints in order of urgency and keep the customer informed throughout the process. Maintain a comprehensive working knowledge of procedures, compliance and audit requirements across all teams within HSBCnet helpdesk.
- 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. 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.
Requirements
- Fluent in French & English.
- Exceptional Client focus and orientation. Interpersonal, verbal and written communication skills.
- Ability to communicate efficiently with local and global teams. Ability to multi-task, depending on the criticality of the tasks.
- Excellent organizational and time management skills. 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.

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

**Issued By HSBC Electronic Data Service Delivery Egypt

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