Customer Service Executive (Calls) - GSC Cairo

Job description
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 ‎62 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.
Principal responsibilities
* To ensure accuracy by correctly interpreting and taking action on the Payment Instructions.
* An acceptable/agreed volume of work is handled contributing to the achievement of the section's performance targets
* Customer calls are handled as per the company standards and focus has to be on the customer's experience with the product and the bank.
* To ensure that a high level of awareness about Compliance, Money Laundering and other legal and regulatory requirements are maintained at all times
* Knowledge and experience are shared with colleagues, providing assistance on referred/technical issues
* Completion of all tasks assigned by the line manager which includes picking up calls in queue, clearing the mailbox, ensuring processing of all the requests within the Cut offs.
* A high level of awareness about phishing, compliance and money laundering is maintained at all times
* Ensuring all end of day checks are duly completed and assist the team leads to achieve SLA targets
* The job involves financial and reputation risk so all the investigation work should be sorted out within SLA and must engage in cross skilling
* To provide a high-quality service, in line with procedures and quality guidelines and display great problem-solving skills
* High speed and accuracy of complex processing to meet average call handling time and minimize abandoned calls
Requirements
* A Bachelor's degree or with equivalent industry/functional experience
* Work experience not essential however any exposure to contact center environment would be considered as an advantage.
* Ability to speak and understand English fluently, along with interacting over the phone
* Ability to write good quality business emails and reports.
* Good conversational skills to engage customer.
* Ability to understand and interpret numeric data & quick learning skills
* Minimum, basic computer knowledge.
* Flexibility to work in shifts.
* Ability to build rapport with and relate to a wide range of people.
You 'll achieve more at HSBC
HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons
irrespective of, but not limited to, their gender or genetic information,
sexual orientation, ethnicity, religion, social status, medical care leave
requirements, political affiliation, people with disabilities, color, national
origin, veteran status, etc., We consider all applications based on merit and
suitability to the role."
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.