Direct Fulfillment Officer | HSBC | Dubai


Job description

Role Overview

Acquisition of good quality business, good customer service and handling customer contacts through a contact plan within a revenue generating environment, typically on multiple products and or propositions.

Responsible for achieving individual MPS and KPIs whilst maintaining the required sales quality standards and in adherence to the banks behavioral and compliance guidelines.

Duties & Responsibilities

Contribute towards the growth of Direct Channels by increasing the growth of revenue in Sales from allocated territory or channel

Achieve the pre-defined and agreed ‘Minimum Performance Standards’

Handle customer contacts through a contact plan within a revenue generating environment, typically on multiple products and or propositions.

Responsible for achieving individual MPS and KPIs

Maintain the required sales quality standards

Adhere to the banks behavioral and compliance guidelines

When required, support different channels within Sales and Distribution.

Handles contacts with customers in a polite and professional way, instilling customer confidence and endeavoring to resolve customer’s issues at first contact where possible

Experience & Qualifications

Must have education standard to at least high school diploma and be of a legal working age

Must be proficient in language(s) required by the process

Open to working flexible shifting schedules

Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development

Takes pride in delivering what is promised in line with the customer and service expectations

Wants to do a good job, is concerned about getting it right for the customer and checks everything is in order

Ability to work in a high-volume, fast paced environment is required

Proficiency with personal computers and basic software packages and specialised applications

Excellent communication skills and is polite and friendly at all times

Displays patience and empathy

A knowledge expert who has the ability to teach/mentor others

Must be flexible to meet customer needs at customer premises or customer preferred locations as needed

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