Job description
Business: Contact Centres Utility
Role Title: CDD - CMB Customer service - Voice - Generalist
Location (Country / City): CAIRO, EGYPT
Why join us?
The Opportunity:
Your role will entail, liaising directly with commercial customers to assist them on their remediation journey. This will be in a contact centre environment, and you will be utilizing different channels (mainly inbound and outbound calling) to support the customers aligned with the UK CMB Customer Due Diligence (CDD) Remediation programme. Aside from the customer you will work closely with other upstream teams who may require more details surrounding the customers and aligned with KYC process.
What you’ll do:
- Strong negotiation and influencing skills with the ability to manage difficult conversations with challenging customers including handling complaints.
- Basic knowledge and understanding of compliance and audit standards; the ability to assess risks in accordance to the different type of customers.
- Ability to work under pressure, prioritise work accordingly to meet tight deadlines while meeting the required Service Level Agreements and ensuring efficiency.
Requisitos
- Strong verbal and written communication skills and committed to enhance customer experience through exceptional customer service.
- Ability to be flexible, manage priorities whilst remaining calm under pressure, have the drive and resilience with a “can do” attitude.
- Attention to detail.
- Fluent English Speakers
- 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.
- Quick Learner
- Contact Center Experience is preferred
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.