Overview
Help Desk Specialist Jobs in 6th of October, Al Jizah, Egypt at HSBC
Title: Help Desk Specialist
Company: HSBC
Location: 6th of October, Al Jizah, Egypt
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’ll 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 enquiries at the first point of contact.
• Manage the delivery and resolution of all customer complaints for all CMB customer segments in MENA (except UAE).
• Plan and prioritize work appropriately, address complaints in order of urgency and keep the customer informed throughout the process.
• Staff is also 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.
• Receive/make calls/Emails from/to customers (internal/ external) and act effectively on all customer feedback
• Work productively, professionally and demonstrate ways to improve customer service and regularly contributes to professional and
• Meet targets on productivity and accuracy as per the targets and metrics defined for the process.
What you will need to succeed in the role:
• Fluent in English.
• 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.
