Customer Service Executive Gsc's

**Business**:Group Insurance COO/Operations**

**Open positions:1**

**Role Title**: Customer Service Executive**

**Global Career Band:8**

**Location **_(Country / City )_**:Hyderabad**

**Recruiter Name : Kalim Uddin**

**Why join us? (Overview of Dept./Function)**

Group Insurance team manages end to end Customer Life Insurance and this process has been in existence in GSC for past 20 years. We cater to UK and Singapore regions for Life Insurance policies. The enthusiastic team services various request from the customer throughout their journey with us from the New Business stage to Policy closure. Improving customer experience and making our processes simple, better and faster each day has remained as our key focus.

**The Opportunity: (Brief Overview of the Role)**

To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified Service Level Agreements (SLAs). Responsible for relationship building and resolving customer queries / issues in a professional manner (where applicable).

**What you’ll do: (List out Key Responsibilities)**
- Acquire and update knowledge on procedures related to relevant process.
- 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.
- To continually consider the FCA’s principle of ‘Treating Customers Fairly’ (TCF), by considering fairness in all aspects of strategy, product design & delivery, sales processes, customer literature & correspondence, financial promotions, administration and complaint handling.
- Ensure that the process related procedures are implemented as per the process manuals.
- Ensure that the customer issues / problems are effectively investigated and resolved.
- Acquire and update knowledge on procedures related to the process assigned to.
- 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.

Requirements

**What you will need to succeed in the role: (Minimum Qualification and Skills Required)**
- Entry level qualification as required for the process / as per the benchmark agreed upon between HR and Operations.
- Ability to speak and understand English fluently as the process requires to interact with customers over a phone.
- Good conversational skills to engage customer.
- Ability to learn quickly and transfer knowledge appropriately.
- Ability to understand and interpret numeric data.
- Minimum, basic computer knowledge.
- Flexibility to work shifts.
- Ability to build rapport with and relate to a wide range of people.
- Ability to maintain focus while working with voluminous data.
- Ability to multi task.

**What additional skills will be good to have? (List out good to have skills and certifications)**
- Prior working experience in UK and Singapore region is desirable
- All applicants must have successfully completed their probation period.
- Employees must meet performance and behavioral standards as defined in the policy.
- All applicants should have served at least 12 months and should have successfully completed respective learning curve tenure, in their current role as on closing date.
- Application form should be submitted along with the current CV.
- The Company reserves the right to change any terms and conditions related to employment, mentioned in the Offer Letter and the Rules and Regulations governing the conduct of the employee in the Company. Such change would be intimated by the Company through an internal communication to the employees at large.
- Right to work is required. Local employment rulings and restrictions will apply.

(Or)

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**You’ll achieve more at HSBC**

**Issued By HSBC Electronic Data Processing (India) Private LTD