Senior Call Center Agent

**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