Contact Center Agents - JobzEG

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كوبون خصم على كل مشترياتك من موقع نون مصر الكوبون : FA992

الجمعة، 4 فبراير 2022

Contact Center Agents

 Contact Center Agents


Job Description


Open positions: 10


Receives general inbound customer calls in a contact centre environment typically on a single product and or proposition. Provides high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible. Listens to the customer and establishes needs to offer relevant products. 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 and /or sales goals whilst maintaining quality and compliance.

The Opportunity: (Brief Overview of the Role)

The role operates within a RBWM Contact Centre and interacts with HSBC local and international customers, the post holder must have the ability to deal with different process, different countries, where applicable, and different customer attitudes and requests on a daily basis.

What you’ll do: (List out Key Responsibilities)

Impact on the Business

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

Offers value added products and services based on customer needs analysis and ensures customer understanding of those products

Customers / Stakeholders

Provides excellent customer service to basic inbound customer calls by keeping up to date on training and internal communications

Generating customer loyalty through strong knowledge of key products and services

Owns and resolves issues and understands how and when to escalate

Leadership & Teamwork

Acts as a role morel for our Group Values and Behaviours (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values

Values diversity amongst team

Operational Effectiveness & Control

Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centres

Maintains HSBC internal control standards

Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres


What you will need to succeed in the role: (Minimum Qualification and Skills Required)

Must be a Graduate

Must be proficient language(s) required by the process

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

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كوبون خصم على كل مشترياتك من موقع نون مصر الكوبون : FA992

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