[Urgent] Senior Associate

Job Description Some Careers Have More Impact Than Others. If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be. HSBC is one of the largest banking and financial services organisations in the world, with operations in 62 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions. We are currently seeking an experienced professional to join our team in the role of Senior Associate - GBB Client Servicing. Principal Responsibilities - Working in a contact centre environment handling multiple customer queries from our customers typically on multiple products and or propositions. Providing quality customer service over the phone or digital channels to resolve customer enquiries at a high level of customer satisfaction. - Capable of multitasking, handling multiple customers at the same time and ability to use multiple applications simultaneously. - Ability to interpret and handle complex customer enquiries to establish their needs and offer relevant products, service and solutions. - Taking 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 key performance indicators and development whilst maintaining appropriate operational risk control and compliance in all activities. - Responsible for ensuring resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction - Direct customer queries to the relevant team thus providing best customer service. Assist line manager/supervisor with managing day-to-day operations and support peers on process if needed. - Provides excellent customer service to inbound customer calls/chats by keeping up to date on training and internal communications. Requirements - Participate in team meeting / team activities and work towards sustaining team spirit. - Defuse irate customers and resolve challenging inquiries utilising negotiation skills while following guidelines to satisfy the customer providing the best resolution. - Should be flexible to different shifts, rotational shifts and week offs. - Should be able to quickly learn the process and start working independently / with minimal support. - Should be willing to be multiskilled and move channels basis business requirement. - Quickly adapt to a dynamic working environment and manage complex queries. - Be open to feedback and changes. - Recognize and adjust support approach to accommodate all levels of customer's experience. You'll achieve more when you join 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***