القائمة الرئيسية

الصفحات

CSE - Contact Center( Excellent to Fluent English is a must) At HSBC Bank

 CSE - Contact Centre( Excellent to Fluent English is a must) At HSBC Bank



Role Purpose

Receives general inbound customer calls in a contact centre 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 /or sales goals whilst maintaining quality and compliance.

Principal Accountabilities: Key activities and decision making areas
Typical Targets and Measures

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
Individual service, quality and sales targets through proactively introducing customers to new and value adding products and services that meets their needs
Targets on efficiency, quality and effectiveness
Adherence to documented policies an procedures

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
Quality monitoring scores
Direct customer feedback via complaints, compliments and customer satisfaction surveys
Completion of required training and accreditations
Number of calls that lead to offering value added products and services through conversations with customers, incorporating needs analysis, building rapport, and overcoming objections

Leadership & Teamwork

Acts as a role morel 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
Contribution to team events and team meetings, and suggestions put forward for improvements or efficiency gains
Completion of other team related duties as appropriate
Displays patience and empathy

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
Completion of technical training that enhances system knowledge and proficiency
Regular attendance at learning sessions and team meetings
Adherence to clear desk and other internal policies
Timely completion of mandatory compliance, risk and regulatory learning modules

Major Challenges (The challenges inherent in the role that require a continual test of the role holder’s abilities)

Changing performance parameters (e.g. Scorecard changes)
Understanding updates on procedural changes and compliance
Achieving customer excellence in every contact

Role Context (The environment and operating conditions of the role including the extent of guidance and authority)

The role operates within a RBWM Contact Centre and interacts with HSBC local and international customers, the post holder must have the ability to deal with different process, different countries, where applicable, and different customer attitudes and requests on a daily basis.

Management of Risk

Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section 4 of the Group Operations FIM.

Observation of Internal Controls

Maintain and observe HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators Implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external regulators. To implement the Group Compliance Policy as applicable to your role in conjunction with the relevant laws, rules and codes with which the business has to comply within the country you reside and in relation to the countries migrating work to assigned GSC.

To continually re-access the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures and the impact of new technology in conjunction with the donor Group companies.

Role Dimensions (e.g. balance sheet size, lending/expenditure limits, size/volume of transactions, budget. in USD’000 )

The role is not authorized for any approvals outside of system allotted entitlements

Qualifications

Knowledge & Experience / Qualifications ( For the role – not the role holder. Minimum requirements of the role.)

A. Secondary School B. University (BA) or (BSc) C. Post Graduate (Masters)
A. Two years or less B. Two to five years C. Five to ten years D. Over ten years

Must have education standard to at least high school diploma and be of a legal working age
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

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