Customer Service Executive

3 weeks ago

Bengaluru, India HSBC Full time

-Job description

**Business**:GLCM Digital Operation

**Open positions**:1

**Role Title: Customer Service Executive (Non-Voice based processes)-GSC's**

**Global Career Band**:8

**Location**:Bangalore

**Recruiter Name**:Jaisey Joseph

**Why join us?**

**The Opportunity**:

- Acquire and update knowledge on procedures related to relevant process.
- Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set.
- Complete assigned tasks in the established timeframe as per the process benchmarks.
- Ensure that the productivity and quality levels are achieved as per the standards sent for the process.
- Proactively identify issues, if any, and escalate.
- Work productively, professionally and demonstrate ways to improve customer service.
- Assist line manager/supervisor with managing day-to-day operations and support peers on process if needed.
- Participate in team meeting / team activities and work towards sustaining team spirit
- Provide service to customers by focusing on resolving requests efficiently, accurately, and professionally.
- Defuse irate customers and resolve challenging inquiries utilising negotiation skills while following guidelines in an effort to satisfy the customer.
- Demonstrate knowledge of features, benefits and procedures and take initiative to review daily process updates for defect free implementation
- To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.

**What you’ll do**:

- Meet targets on productivity and accuracy as per the targets and metrics defined for the process.
- Instructions/requests to be correctly interpreted, understood and implemented.
- Ensure that the process related procedures are implemented as per the process manuals.
- Ensure that fraud/errors/irregular transactions (if any) are identified and escalated.
- Issues/problems are effectively investigated and resolved or appropriately referred with recommendations
- Acquire and update knowledge on procedures related to relevant processes
- Maintain equipment, systems and general work environment in good condition, adhering to all appropriate procedures.
- All data requirements (timesheets, leave requests, absence requests and ad hoc process information) is completed and updated in a timely manner

**Management of Risk**
- To abide by the Group Compliance Policy by containing compliance risk in conjunction with the relevant Compliance Department.
- The term compliance embraces all relevant laws, rules and codes with which the business has to

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