Customer Service Representative (Cairo, Cairo, EG, 12577)

HSBC
Cairo
Full timeFunction: Customer Support (Service Desk)Skills: ["Communication","Client focus","Organizational skills","Teamwork","Self-motivation","Attention to detail"]

Handle customer calls, emails, and live chat inquiries in a call center environment, resolving issues at first point of contact and escalating time-sensitive cases. Monitor aged queries, manage complaints end-to-end for CMB customers in MENA (except UAE), and investigate payments-related questions using internal systems and procedures. Maintain quality standards via audits, call benchmarking/coaching support, and customer feedback analysis to improve client experience.

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FursaFursa
HSBC
HSBC
3 days ago

Customer Service Representative (Cairo, Cairo, EG, 12577)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Handle customer calls, emails, and live chat inquiries in a call center environment, resolving issues at first point of contact and escalating time-sensitive cases. Monitor aged queries, manage complaints end-to-end for CMB customers in MENA (except UAE), and investigate payments-related questions using internal systems and procedures. Maintain quality standards via audits, call benchmarking/coaching support, and customer feedback analysis to improve client experience.
Location: Cairo
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Respond promptly to time-sensitive customer queries, escalations, and requests from clients and internal departments.
  • •Resolve most customer enquiries at first point of contact while keeping clients informed of progress throughout each query.
  • •Review and action aged queries, including investigating and handling payments-related queries using systems and procedures.
  • •Manage end-to-end customer complaint delivery and resolution for CMB customer segments in MENA (except UAE), including logging, investigation, and resolution.
  • •Support helpdesk quality and training activities, including quality reviews, reporting analysis (e.g., FCR/VOC/live chat), and mentoring new hires.

Key Requirements

  • •Fluent in English with strong written and verbal communication skills.
  • •Proven focus on quality and customer service, with exceptional client orientation.
  • •Ability to multi-task and work under minimal supervision while collaborating effectively with a team.
  • •Flexibility to work in different shifts.
  • •Knowledge of payment industry processes and systems (GPS experience is an asset).
Experience:PaymentsCall center
Skills:CommunicationClient focusOrganizational skillsTeamworkSelf-motivationAttention to detail
Languages:EnglishArabic
Tech Stack:EnglishArabicHSBCnetWebexMS Office

Company Brief

HSBC
Global banking and financial services organisation offering retail, commercial, corporate and investment banking, wealth management, and global markets services across Europe, Asia, the Americas and the Middle East.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1865
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn