Some careers have more impact than others.

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

HSBC is one of the largest banking and financial services organisations 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 PWD Customer Service Executive- GPS , GSC Cairo

Principal responsibilities

• Receive/make calls from/to customers (internal/ external) in rotational shifts.
• Process customer instructions accurately to achieve agreed quality standards and targets (as amended or notified from time to time) on all the processes worked.
• Act effectively on all customer feedback.
• 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.
• Ensure that the productivity and quality levels are achieved as per the standards sent for the process & proactively identify issues, if any, and escalate & provide service to customers by focusing on resolving requests efficiently, accurately, and professionally.
• Defuse irate customers and resolve challenging inquiries utilising negotiation skills while following guidelines in an effort to satisfy the customer & demonstrate knowledge of features, benefits and procedures and take initiative to review daily process updates for defect free implementation.
• To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators & Issues/problems are effectively investigated and resolved or appropriately referred with recommendations.

• Fluency in English.
• Flexible with rotational shifts.
• Ability to write business letters and reports & good conversational skills to hold the attention of the customer on the telephone. 
• Ability to grasp quickly, ability to understand and interpret numeric data & minimum, basic computer knowledge. 
• Ability to build rapport with people & ability to maintain focus while working with voluminous data & good communication skills – Verbal, attention to details.   
• 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 & flexibility to work in weekends, strong Relationship building skills & quick Learner.  

 What additional skills will be good to have?

• Good MS Office skills.
• Good reporting and reading MIS.
• Understanding real-time urgency.

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***