Job description

Some careers have more impact than others.

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

HSBC is one of the largest banking and financial services organizations 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 UKCS Agent

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 customers issues at first contact where possible.Delivers what is promised in line with customer expectationsOffers 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 communicationsGenerating customer loyalty through strong knowledge of key products and servicesOwns 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 valuesValues diversity amongst team

Operational Effectiveness & Control

Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM CentresMaintains HSBC internal control standardsAwareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centresRequirements

Must be university graduate in any disciplineMust be Native Like English SpeakerMust be a Cairo ResidentOpen to working flexible shifting schedules with night and overnight shiftsMust be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to developmentTakes pride in delivering what is promised in line with the customer and service expectationsWants to do a good job, is concerned about getting it right for the customer and checks everything is in orderAbility to work in a high-volume, fast paced environment is requiredProficiency with personal computers and basic software packages and specialized applicationsExcellent communication skills and is polite and friendly at all timesDisplays patience and empathy

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