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.
