GLCM Digital Customer Service Specialist French is a must ( job will be 50% calls & 50% emails )

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 Job Description - GLCM Digital Customer Service Specialist French is a must ( job will be 50% calls & 50% emails ) (0000EEHH)

Job Description 

GLCM Digital Customer Service Specialist French is a must ( job will be 50% calls & 50% emails ) : 0000EEHH 

Description

 

The role upgrade request intends to provide opportunity to retain top talents and knowledge within the existing team. Following are some of the key accountabilities and skills required from the SME :
 
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)  1. Manage the delivery and resolution of all customer complaints for all CMB customer segments in MENA (except UAE). 2. Plan and prioritize work appropriately , address complaints in order of urgency and keep the customer informed throughout the process. 3. Examine complaints data to grasp recurring issues, draw conclusions, and solve complaints to minimize errors, operational losses and rework. 5. Ensure that all product related complaints are feedback to the product and IT teams. 6. Ensure all customers are dealt with in accordance with compliance and regulatory requirements.
 
Quality/ Training: 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. Key accountabilities are  1. Conduct quality review of agent’s performance within teams to ensure quality service goals and standards are met and identify areas where improvement can be achieved. 2. Maintain a comprehensive working knowledge of procedures, compliance and audit requirements across all teams within HSBCnet helpdesk.  3. Audit and examines weekly/ monthly reports (eg: call disconnect, FCR, VOC and live chat data ) to grasp issues, draw conclusions, and solve problems to ensure agents are compliant with the call / live chat handling process 4. Analyze /assess the Voice of customer survey and live chat customer dissatisfactions from a customer point of view, suggest ideas, pursue solutions to improve customer experience 5. Assist with training and mentor support of new hires and act as a single point of contact for queries on procedures, process, and policy.
 
 

 

Qualifications

 

The role upgrade request intends to provide opportunity to retain top talents and knowledge within the existing team. Following are some of the key accountabilities and skills required from the SME :
 
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)  1. Manage the delivery and resolution of all customer complaints for all CMB customer segments in MENA (except UAE). 2. Plan and prioritize work appropriately , address complaints in order of urgency and keep the customer informed throughout the process. 3. Examine complaints data to grasp recurring issues, draw conclusions, and solve complaints to minimize errors, operational losses and rework. 5. Ensure that all product related complaints are feedback to the product and IT teams. 6. Ensure all customers are dealt with in accordance with compliance and regulatory requirements.
 
Quality/ Training: 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. Key accountabilities are  1. Conduct quality review of agent’s performance within teams to ensure quality service goals and standards are met and identify areas where improvement can be achieved. 2. Maintain a comprehensive working knowledge of procedures, compliance and audit requirements across all teams within HSBCnet helpdesk.  3. Audit and examines weekly/ monthly reports (eg: call disconnect, FCR, VOC and live chat data ) to grasp issues, draw conclusions, and solve problems to ensure agents are compliant with the call / live chat handling process 4. Analyze /assess the Voice of customer survey and live chat customer dissatisfactions from a customer point of view, suggest ideas, pursue solutions to improve customer experience 5. Assist with training and mentor support of new hires and act as a single point of contact for queries on procedures, process, and policy.
 
 

 

Job Field

 : Operations

Primary Location

 : Middle East-Egypt-Egypt-Cairo

Schedule

 : Full-time 

Shift

 : RotatingType of Vacancy : Country vacancy

Job Posting

 : 20-May-2020, 21:25:21 

Unposting Date

 : 04-Jun-2020, 05:59:00  



20 May 2020
Location:
Work type:
Full time
Sector:
Banking and Financial Services
Profession:
Other
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

This career opportunity is no longer open.
Please search for current vacancies here.


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