Contact Centre Representative

Job Title: Contact Centre Representative 

Purpose of the role  

Receives general inbound customer calls in a contact center environment typically on a single product and or proposition.  Provides high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible. Listens to the customer and establishes needs to offer relevant products. 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 targets and whilst maintaining quality and compliance

In this role, you will:

• Answers (or makes) phone calls & responds to email (mailbox management) from our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer’s issues at first contact where possible.
• Delivers what is promised in line with customer expectations.
• Offers value added products and services based on customer needs analysis and certifies customer understanding of those products.
• Take measures to provide excellent customer service to basic inbound customer calls by keeping up to date on training and internal communications.
• Generating customer loyalty through strong knowledge of key products and services

Leadership and Teamwork 

• Owns and resolves issues and understands how and when to escalate.
• Acts as a role model for our Group Values and Behaviors, supporting colleagues and customers to deliver superior customer service through these values.
• Values diversity amongst team

To be successful you will:

• Sound understanding of quality and customer satisfaction measures deployed in Contact Centre environment.
• Excellent email writing and verbal communication skills.
• Good prioritizing, planning and organizing skills.
• Domain Knowledge required.
• Excellent communication skills and is polite and friendly at all times.
• Ability to work in a high-volume, fast paced environment is required.

Others

• Displays patience and empathy.
• Wants to do a good job and is concerned about getting it right for the customers and checks everything is in order.
• Adaptable and flexible to change

hsbc.com/careers

You’ll achieve more at HSBC 

HSBC is an equal opportunity employer 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 encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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 HSBC Electronic Data Processing (India) Private LTD***