Customer Service Call Centre Specialist - Helpdesk Malta, GSC

Job description

Job description

Why join us:

Wholesale Servicing Operations supports 50+ countries on e-Channels Functional and operational support provided to the business covers end to end journey of the customers’ digital experience and is of varied complexity covering Contact Centers, General Processing and Project-Based Teams such as testing, implementation etc.

What you’ll do:

·  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).
·  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. 

·  Manage the delivery and resolution of all customer complaints for all CMB customer segments.
·  Ensure no Ops Losses (Actual, Potential or Near Misses) are incurred due to the errors made, Exceeds expectations of internal and external customers.
·  Respond to mails/queries related to process timely with a cc to the Line Manager, Proactively escalate to the Line Management any issues / transactions that would impact service delivery or potential loss to the bank.
·  Provide HSBCnet training sessions via Webex, Ensure that the customer issues / problems are effectively investigated and resolved. 
·  Act effectively on all customer feedback, Receive/make calls/Emails from/to customers (internal/ external), Knowledge of and implementation of the Group compliance policy, Operational Risk and SOX.
·  Maintains HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external 'regulators'.

Requirements

·  Fluent communication skills – Written & Verbal (English/Arabic).
·  Technical CCM experience & knowledge is an asset .  
·  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. 
·  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 minimal supervision, Good team player.
·  Attention to detail, Flexibility to work in different shifts, Strong Relationship building skills, Quick Learner.

What additional skills will be good to have:

·  Ability to build rapport with people.
·  Ability to maintain focus while working with voluminous data.
·  Ability to write business letters and reports.

You’ll achieve more when you join HSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

***Issued By HSBC Electronic Data Service Delivery Egypt**