HSBC Global Service Delivery in Egypt is represented by HSBC Electronic Data Service Delivery (Egypt) S.A.E and is located in the heart of the Financial and Information Technology hub ‘Smart Village’ located on the outskirts of Cairo. The company was established in January 2010 and operations commenced from the Service Centre in March 2010. Currently we have a team of 851 strong staff that operates from a state-of-the-art office of over 6000 square meters, spread across 2 floors of the HSBC Building. http://hsbcservicedelivery.com

1- Customer Service Executive Department/field (optional); Contact Centre

Work Experience: 0-3 Years

Job Description:

 To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified Service Level Agreements.

 Responsible for relationship building and resolving customer queries and issues in a professional manner (where applicable).

 Responsible for relationship building and account management while resolving customer inquiries in a professional manner.

 Take ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution.

 Might be required to achieve individual sales goals.

Requirements:

 Ability to speak and understand English.

 Ability to write business letters and reports.

 Good conversational skills to hold the attention of the customer on the telephone.

 Ability to grasp a query quickly.

 Ability to understand and interpret numeric data.

 Minimum, basic computer knowledge.

 Ability to build rapport with people.

 Flexibility to work shifts 24/7.

2- Customer Service Executive – French

Department/field (optional); Contact Centre

Work Experience: 0-3 Years

Job Description:

 To continuously provide high quality voice and processing services to achieve maximum customer satisfaction within the specified service level agreements.

 Responsible for relationship building and resolving customer queries and problems in a professional manner.

 Take ownership and initiative to complete necessary customer follow-up or direct the customer to the appropriate department for further resolution

Requirements:

 University Graduate in any discipline

 Excellent command of written and spoken French and English.

 Ability to understand and interpret numeric data.

 Good conversational skills to hold the attention of the customer on the telephone.

 Ability to build rapport with people.

 Good Computer Knowledge

 Ability to write business letters and reports.

 Flexibility to work shifts 24/7.

3-Team Manager

Department/field (optional); Contact Center / Back Office

Work Experience: 3-5 Years

Job Description:

 To proactively manage activity of operations teams across the region.

 Management of employee related concerns such as attrition, absenteeism, morale, conflict resolution, employee grievances and under performance.

 To analyze the portfolio handled across the region and present the findings to the management on a regular basis.

 Leading to the motivation and effective development of individuals to meet the business targets.

 Ensure all the daily, weekly & monthly MI reports / presentations/MI are prepared within the scheduled deadlines.

 Ensure all the system related issues are resolved within the specified timeliness and escalated whenever required.

 Controlling operational resource to effectively minimize losses across the regional portfolios.

 Maintain and observe HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators Understanding the nature and importance of the data and information needed to provide compliance assurance for their assigned areas of activity or business.

 Follows processes and uses appropriate templates and reporting standards to ensure work is delivered in accordance with relevant timetables, quality standards and internal policies and procedures.

 Undertakes specific information and data gathering, checking and reporting in support of Compliance audits, projects and reviews, producing accurate, on-time outputs to the expected standards.

 Build on the knowledge of latest Anti Money laundering trends

 Achieve the levels of productivity and quality as per the standards, agreed for the process.

 All data requirements (timesheets and process information) is accurately updated in a timely manner.

Requirements:

 University Graduate in any discipline.

 Good understanding of Contact Centre structure and business strategy.

 Ability to speak and understand English fluently (High Voice)

 Good numerical and decision making skills.

 Excellent oral, written, and interpersonal communication skills.

 Ability to handle varied responsibilities.

 Ability to write business letters and reports.

 Flexibility to work shifts 24/7.

 Ability to communicate the results of the team's analysis to all levels of management within the business

WORKING CONDITIONS

Working Hours: 24/7 Days off: Fridays & Saturdays and some functions are having rotational days off

How to apply: If you’re interested, kindly send your CV to: This email address is being protected from spambots. You need JavaScript enabled to view it. and mention “HSBC/job title” in subject.

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