Client Service Specialist- Client Management Ops (French is a must)

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

Why join us

To continuously provide high quality processing GPS to achieve maximum customer satisfaction within the specified Service Level Agreements (SLA’s). Other responsibilities dependent on process assigned to (e.g. project implementations, system maintenance, infrastructure development). Receives customer calls and Emails in a call center environment. Responsible for relationship building and account management while resolving customer inquiries in a professional manner. Takes ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution.

What you will do

• Respond promptly to time sensitive and often high value queries, and escalations from both other departments and direct from clients.
• Provide excellent client management support, improve client engagement and resolve the majority of client enquires at the first point of contact.
• Demonstrate a sound knowledge of the payment industry and its associated processes and systems.
• Receive/make calls/Emails from/to customers (internal/ external)
• Act effectively on all customer feedback.
• Complaints handling - This role is part of a key function for CMB, being a crucial opportunity to re-engage dissatisfied customer and to manage and solve end to end complaint process. (Logging, Investigation, Resolution)
• Responsible to provide high level support to the helpdesk to identify and resolve complex or critical issues to improve and enhance customer experience and comply with all audit and compliance requirements. Staff is responsible to assist with delivery of the call, email, live chat quality and coaching model, consistency checks, call benchmarking and/or coaching of team members as outlined in the call monitoring SOP.
• Proactively escalate to the Line Management any issues / transactions that would impact service delivery or potential loss to the bank

Skills

• Fluent in English and French is a must
• Previous Experience in customer facing roles
• Exceptional Client focus and orientation
• Interpersonal, verbal and written communication skills.
• Ability to communicate efficiently with local and global teams
• Excellent organizational and time management skills
• Ability to multi-task, depending on the criticality of the tasks.
• Enthusiastic team player, capable of demonstrating initiative, self-motivation and willingness to learn.

What additional skills will be good to have?

• Experience and proficiency with web-based technologies.
• Position requires technical knowledge where GPS experience is asset.
• MS office.
• MI and Reporting/ Real time management.

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***