Commercial Cards Customer Service Executive- MENA Helpdesk - GPS (Cairo, Cairo, EG, 12577)

HSBC
Cairo
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Customer service","Communication","Attention to detail","Multi-tasking","Relationship building"]

Deliver high-quality processing and customer support for Commercial Cards via the MENA helpdesk, handling inbound/outbound calls and email queries while resolving issues within SLA. Maintain productivity and quality targets, proactively escalate service-impacting problems, and follow internal control and audit requirements. Tackle challenging inquiries, manage customer follow-up, and support day-to-day operations in a call-center environment with shift flexibility.

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FursaFursa
HSBC
HSBC
20 hours ago

Commercial Cards Customer Service Executive- MENA Helpdesk - GPS (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: 20 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Deliver high-quality processing and customer support for Commercial Cards via the MENA helpdesk, handling inbound/outbound calls and email queries while resolving issues within SLA. Maintain productivity and quality targets, proactively escalate service-impacting problems, and follow internal control and audit requirements. Tackle challenging inquiries, manage customer follow-up, and support day-to-day operations in a call-center environment with shift flexibility.
Location: Cairo
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Ensure productivity and quality levels are met for the assigned GPS process, proactively identifying issues and escalating as needed.
  • •Provide customer service by resolving requests efficiently, accurately, and professionally, including defusing irate customers using negotiation skills.
  • •Receive/make calls and respond to emails/queries in a timely manner, processing instructions accurately to meet quality standards and targets.
  • •Investigate and resolve issues effectively or refer them with recommendations, ensuring no operational losses occur due to errors.
  • •Maintain audit/control standards and support day-to-day operations, including updating required data (timesheets, leave requests, absence requests) and participating in team activities.

Key Requirements

  • •1-2 years of work experience (good to have) and entry-level qualification as required for the process/benchmark agreed by HR and Operations.
  • •Fluency in spoken and written English, including the ability to write business letters and reports.
  • •Strong conversational skills for holding customer attention on the telephone and demonstrating strong focus on quality and customer service.
  • •Ability to grasp quickly, understand and interpret numeric data, and maintain focus while working with voluminous data.
  • •Flexibility to work shifts, including weekends.
Skills:Customer serviceCommunicationAttention to detailMulti-taskingRelationship building
Languages:English
Tech Stack:MS 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