Customer Service Representative

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.

Why join us

To continuously provide high quality processing GPS to achieve maximum customer satisfaction within the specified Service Level Agreements (SLA’s).  Other responsibilities dependent on process assigned to (e.g. project implementations, system maintenance, infrastructure development). Receives customer calls and Emails in a call center environment. Responsible for relationship building and account management while resolving customer inquiries in a professional manner. Takes ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution.

The Opportunity:

Role Context:

• Excellent communication skills – Written & Verbal (English/Arabic).
• Attention to detail  
• 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 different shifts
• Strong Relationship building skills 
• Quick Learner 

What you’ll do:

Impact on the Business/Function:

• 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 enquiries at the first point of contact.

Measure

• Reviewing ongoing aged queries, ensuring items are actioned appropriate and providing feedback where necessary.
• By achieving a high net promoter score and positive commentary the in-country PCM teams, line managing and clients.
• By investigating accurately and identifying and handling queries to client’s satisfaction.
• By keeping clients fully informed of progress throughout life of a query.
• By prioritizing work effectively in order of importance and urgency handling it in accordance with procedures.
• Demonstrate a sound knowledge of the payment industry and its associated processes and systems.

Measure

• Responding and resolving the majority of payments related queries using knowledge of systems, procedures and internal contacts within the bank.
• Assistance in the retention of the client and respond positively increasing the likelihood of new business from the client.

Measure

Feedback from internal and external stakeholders.

Complaints handling - This role is part of a key function for CMB, being a crucial opportunity to re-engage dissatisfied customers and to manage and solve end to end complaint process. (Logging, Investigation, Resolution)

Measure

• Manage the delivery and resolution of all customer complaints for all CMB customer segments in MENA (except UAE).
• Plan and prioritize work appropriately, address complaints in order of urgency and keep the customer informed throughout the process.
• Examine complaints data to grasp recurring issues, draw conclusions, and solve complaints to minimize errors, operational losses and rework.
• Ensure that all product related complaints are feedback to the product and IT teams.
• Ensure all customers are dealt with in accordance with compliance and regulatory requirements.

Quality/ Training: Staff is also responsible to provide high level support to the helpdesk to identify and resolve complex or critical issues to improve and enhance customer experience and comply with all audit and compl