Job description

Why join us?
Payment Operations provide services for various payments products around the globe, with offshore presence in India. Currently expanding payment operations to Cairo, Cairo’s operations will focus mainly on UK Market (but not restricted to), with language dependencies.
The Opportunity:

• Receives general inbound customer calls in a voice based environment typically on Payments.
  
• Provides high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible.
• Takes ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution.
• Responsible for achieving individual targets whilst maintaining quality and compliance in addition to e-mails timely handling with quality maintaining.

What you’ll do:

• Answers (or makes) phone calls from our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer’s issues at first contact where possible.
  
• Delivers what is promised in line with customer expectations.
  
• Provides excellent customer service to basic inbound customer calls by keeping up to date on training and internal communications.
  
• Targets on efficiency, quality and effectiveness
  
• Adherence to documented policies and procedures.
  
• Owns and resolves issues and understands how and when to escalate.
  
• Knowledge of Group compliance, Operational Risk.
  
• Maintains HSBC internal control standards
  
• Awareness of all elements of Operational Risk associated with the role.

Requirements

• Excellent level of english
  
• Open to working flexible shifting schedules
  
• Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development
  
• Takes pride in delivering what is promised in line with the customer and service expectations
  
• Wants to do a good job,is concerned about getting it right for the customer and checks everything is in order
  
• Ability to work in a high-volume, fast paced environment is required
  
• Proficiency with personal computers and basic software packages and specialised applications
  
• Excellent communication skills and is polite and friendly at all times
  
• Displays patience and empathy

What additional skills will be good to have?

• Payments Products knowledge will be an asset
  
• Having a previous customer experience will be an asset

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.

***Issued By HSBC Electronic Data Processing (Egypt) Private LTD***