Customer Service Specialist – Voice (UK HSBCnet Helpdesk)

About the role

The Customer Service Specialist – Voice will work in the HSBCnet Helpdesk environment, handling inbound and outbound calls and emails from clients across the UK and MENA regions (excluding UAE). The role focuses on delivering high‑quality support, building client relationships, and meeting service level agreements.

Key responsibilities

• Respond promptly to time‑sensitive, high‑value queries and escalations from clients and internal departments.
• Provide first‑point‑of‑contact client management, aiming to resolve enquiries at the initial interaction.
• Manage and resolve customer complaints for all CMB segments in MENA, prioritising by urgency and keeping customers informed.
• Support the helpdesk by identifying and resolving complex or critical issues to enhance the customer experience.
• Assist with call, email, and live‑chat quality monitoring, coaching, and consistency checks as defined in SOPs.
• Maintain productivity and accuracy targets while continuously seeking service improvements.

Required profile

• Fluent English with excellent verbal and written communication skills.
• Strong client focus and ability to work with both local and global teams.
• Excellent organisational and time‑management abilities.
• Capability to multitask, take initiative, and work collaboratively in a team.
• Self‑motivated, eager to learn, and able to handle high‑pressure situations.

Required skills

• Proficiency with web‑based technologies.
• Experience with GPS (Global Processing System) considered an asset.
• Advanced MS Office skills.
• Management Information (MI) reporting and real‑time management capabilities.

What we offer

• Equal‑opportunity workplace that values diversity and inclusion.
• Opportunities for continuous professional development and career growth.
• Flexible working arrangements within a supportive environment.