Direct Fulfillment Officer

HSBC; Dubai; On-site; AED 67,000 - 100,000; Full time

Job summary

HSBC is seeking a customer service professional in Dubai to handle outbound customer contacts and deliver high-quality service across multiple products. You will drive customer outcomes while maintaining compliance and working within a busy environment.

You will be required to collect necessary documentation, meet customers, and coordinate with appropriate departments to complete journeys. A UAE visa-ready graduation degree is essential.

Qualifications

• Must be proficient in language(s) required by the process.
• Must have a UAE approved driving license.
• Open to working flexible shifting schedules and good time management skills.
• 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.
• A graduation degree is essential for obtaining a UAE visa and work permit. If your university certificate is from outside the UAE, up-to-date attestations and equivalency are also mandatory (Recognition of Higher Education Qualifications Issued Outside The UAE)

Responsibilities

• Handling customer contacts through a contact plan within the Outbound team typically on multiple products and or propositions.
• Provides high quality service to achieve maximum customer satisfaction by providing a solution to an identified need. Be able to also provide resolution to the customer query at first contact where possible.
• Takes ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution.
• Responsible for achieving individual Key Performance Indicators whilst maintaining quality and compliance.
• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
• This role would require staff to meet the customer and collect the necessary documentation to complete the journey and resolve the discrepancies until the journey is completed. The role holder is also required to be mobile.

Skills

Communication skills

Customer service

Time management

Teamwork

Patience and empathy

Computer skills

Education

Bachelor's degree or higher

Tools

CRM software

Computers & software basics

Job description

Some careers shine brighter than others.

If you're looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further

HSBC aims to bethe international bank of choice for affluent customers, supporting their domestic and international banking, and holistic wealth management needs. We help customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs around the world.

In this role, you will:

• Handling customer contacts through a contact plan within the Outbound team typically on multiple products and or propositions.
• Provides high quality service to achieve maximum customer satisfaction by providing a solution to an identified need. Be able to also provide resolution to the customer query at first contact where possible.
• Takes ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution.
• Responsible for achieving individual Key Performance Indicators whilst maintaining quality and compliance.
• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
• This role would require staff to meet the customer and collect the necessary documentation to complete the journey and resolve the discrepancies until the journey is completed. The role holder is also required to be mobile.

To be successful in the role, you should meet the following requirements:

• Must be proficient in language(s) required by the process
• Must have a UAE approved driving license.
• Open to working flexible shifting schedules and good time management skills.
• 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
• A graduation degree is essential for obtaining a UAE visa and work permit. If your university certificate is from outside the UAE, up-to-date attestations and equivalency are also mandatory (Recognition of Higher Education Qualifications Issued Outside The UAE)

You’ll achieve more at HSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

We believe diversity brings benefits for our customers, our business and our people. Different ideas and perspectives help us innovate, manage risk and grow the business in a sustainable way. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hong Kong and Shanghai Banking Corporation Limited.