CSE - Contact Centre - HSBC Electronic Data Service Delivery

Job description

About HSBC Electronic Data Service Delivery
HSBC Electronic Data Service Delivery (Egypt) S.A.E is a subsidiary of HSBC Group and is located in the Smart Village. The company was established in January 2010 and operations commenced from the Global Service Centre in March 2010. Currently we have a team of 1000+ strong staff that operates from a state-of-the-art office of over 6000 square meters, spread across 3 floors

Description
Customer Service Executive (Contact Center), HSBC Electronic Data Service Delivery Egypt – Monthly salary + Language allowances + Voice allowance (as applicable)

Our Contact Centre in HSBC Smart Village offers great facilities such as:
On site Restaurant, vending machines which includes (coffee, tea, different options for Snacks).
· Activities / games area which includes ( Billiard, Ping pong, and baby foot)
· On floor play station room.
· A walking distance Coffee shop.

We have a dedicated team ( Engagement and Culture) focuses on having an engaging, motivating working environment, looks after the overall employee's experience throughout their journey with HSBC ,while supporting customers across the Middle East Region in our Global Service Center, Cairo Contact Center.

When you join our Contact Center team, from day one you'll have access to a competitive benefits package, including:
· A competitive basic salary and annual discretionary bonus scheme
· Medical insurance coverage for yourself, your spouse and children which includes surgeries, optics and dental
· Life insurance
· Attractive benefits such as significant life event leave (e.g. marriage, paternity ,and maternity) that take care of your well-being (as applicable)
· A staff rate personal loan
· Special rates to our staff (e.g. sports club restaurants, hotels, gym and car merchants)
· 5-day work in shift pattern, with overnight shift allowance provided
· Progressive career advancement opportunities
· Transportation provided to all our staff with door to door conditions (as applicable)
· Opportunities for social and sports activities
· Part Time Policy
· Educational Policy
· Global Career progression
· Sabbatical leave Policy
At HSBC we're all about exceeding our customer's expectations. Our Customer Service Executiv e delivers a superior service to each and every individual call. We're looking for supportive and enthusiastic people on a full time basis to join our inbound customer service teams. Banking and Contact Centre experience are not essential. What we're really interested in is a genuine passion for going above-and-beyond for our customers – everything else we can teach you!

What will I be doing as a Customer Service Executive?
As a Customer Service Executive , you will be joining a team that collaboratively brings top quality services to our customers through phone calls.
Principal Responsibilities:
· 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
· Acts as a role model for our Group Values and Behaviors (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values
· Values diversity amongst team

Desired profile

Qualifications :

What do I need to be successful in this role?
Requirements:
·  Excellent customer-serving manner, communication and problem solving skills
·  Ability to apply basic and numerical reasoning when handling customer enquiries
·  Ability to advise, communicate, empathies, resolve conflict and respond sensitively to customers
·  Ability to acknowledge emotions and handle requests effectively whilst asking appropriate probing questions
·  Positive attitude with willingness to help others
·  Flexibility to work on shift duties (including overnight, weekend and public holidays)
·  Excellent Command of English
·  Must be a University Graduate