Customer Service Specialist Voice, HSBC

HSBC

Location:
Egypt, Cairo

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

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.

Job Responsibility:

Complaints handling
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 (French/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
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

Nice to have:

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

What we offer:

Continuous professional development
Flexible working
Opportunities to grow within an inclusive and diverse environment

Additional Information:

Job Posted:
June 10, 2025

Expiration:
June 17, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Customer Service Specialist Voice