القائمة الرئيسية

الصفحات

CSE - Contact Center At HSBC BankCSE - Contact Center At HSBC Bank


Principal responsibilities

Impact on the Business

  • Answers (or makes) phone calls 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 ensures customer understanding of those products

Customers / Stakeholders     

  • Provides 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
  • Owns and resolves issues and understands how and when to escalate

Leadership & Teamwork

  • Acts as a role model for our Group Values and Behaviours (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values
  • Values diversity amongst team

Operational Effectiveness & Control 

  • Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centres
  • Maintains HSBC internal control standards
  • Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres

Requirements

What you will need to succeed in this role?

Requirements

  • Must be university graduate in any discipline
  • Must be proficient 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

Apply Here

تعليقات