Direct Fulfillment Officer

About the role

The Direct Fulfillment Officer will join HSBC’s outbound team in Dubai, handling customer contacts across multiple products and propositions. The role focuses on delivering high‑quality service, resolving queries at first contact, and ensuring compliance while meeting individual performance targets.

Key responsibilities

• Handle customer contacts through a defined contact plan within the outbound team across multiple products or propositions.
• Provide high‑quality service and solutions to identified customer needs, aiming for first‑contact resolution.
• Conduct necessary research, follow‑up with customers, and direct queries to appropriate departments when required.
• Achieve individual Key Performance Indicators while maintaining quality and compliance standards.
• Collect required documentation from customers, resolve discrepancies, and ensure the journey is completed.
• Remain mobile and meet customers as needed.

Required profile

• Proficiency in the language(s) required by the process.
• UAE‑approved driving licence.
• Flexibility to work shifting schedules and strong time‑management skills.
• Customer‑centric attitude, teamwork orientation and openness to feedback and development.
• Ability to work in a high‑volume, fast‑paced environment.
• Good computer literacy and familiarity with basic software applications.
• Excellent communication, patience and empathy.

Required skills