Contact Centre Service

-Job description

**Business**:RBWM

**Open positions**:1

**Role Title**:CONTACT CENTRE SERVICE & SALES ASSOCIATE, GSC’s

**Global Career Band**:8

**Location**:Bangalore

**Recruiter Name**:Srthi S Thampi

**Why join us?**

**Some careers grow faster than others**

If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further

**Role Purpose (overall high level summary of the role)**

Receives general inbound customer chat 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.

**Our Business**

Our Contact Centre Business plays a central role in maintaining our reputation as a leader in banking. The division serves as a vital channel in ensuring successful business development while addressing customers’ different financial needs and delivering quality banking service to our millions of customers through chatting activities. The value of our Contact Centre Business continues to grow as it cultivates collaboration and improved financial services provision across a broad range of our business areas

**Opportunity**

**Why Contact Center**
- Brand - HSBC features as one of the top 25 Banks globally based on Balance Sheet information as of May 2018
- Large Organization - With more than 2,00,000 employees globally, Contact Centers have 795 colleagues working
- together catering to the needs of customers across UK, US and Canada
- Stability and Growth - The youngest member in the Contact Center family is 1 month old while the eldest member in the family is more than 15 years. 2017 has seen a total of 11 promotions across levels within the process
- Career Opportunities - From Subject Matter Experts/Mentors, PDP Team Managers, PDP Department Managers, PDP Quality Analyst, PDP Engagement and Culture, PDP Coaching Coordinators, the process has a plethora of opportunities to help individuals realize their goals and ambitions

**What we will offer you**
- A competitive base salary and discretionary bonus scheme
- Various HSBC leave policies that allow you to rest, recuperate and balance personal and family commitments
- Market-leading training and development program leading to excellent Career Progression opportunities
- Preferential staff banking offers for all Permanent and Contract Employees
- Attractive benefit package such as medical insurance, housing loan and share options
- 5-day working shift pattern - 8 hour shift with an hour break time
- Transportation allowance as per shift eligibility
- An onsite Cafeteria catering to multiple cuisines, confectionery store, fruit juice counter
- Opportunity to get involved in social and sports activities
- Rewards and Recognition for your success and contribution to the team
- Great team environment

**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 partner**s**

**What you’ll do**:
**Principal Accountabilities**:Key activities and decision making areas**

**Impact on the Business**
- Answer chat 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