Call center representative

2 days ago


Bengaluru, India HSBC Full time
Role Purpose (overall high level summary 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 /or sales goals whilst maintaining quality and compliance.
In this role you will be:
Working in a contact center environment handling multiple customer queries from our Customers typically on multiple products and or propositions
Providing quality customer service over the phone to resolve customer enquiries at a high level of customer satisfaction
Ability to interpret and handle complex customer enquiries to establish their needs and offer relevant products, services 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
Advising, communicating, empathizing, resolving conflict and responding sensitively to clients
Responsible for ensuring resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction
Recognize and adjust support approach to accommodate all levels of customer’s experience
Communicate positively with team members, customers, and other partners.

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