Job Description
HSBC is currently recruiting for the role of French speaker for GLCM Digital customer service Specialist, GSC
To continuously provide high quality processing service 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 centre 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.
Duties and Responsibilities
Your main responsibilities in this role include the following:
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.
Maintain a comprehensive working knowledge of procedures, compliance and audit requirements across all teams within HSBCnet helpdesk.
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
Analyse /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
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 Requirements
Fluent in English, French.
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
Position requires technical knowledge where GLCM Digital experience is an asset.
Experience and proficiency with web-based technologies.