Customer Service Executive Gsc's

**Business: GLCM Digital Operation**

**Open positions:1**

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

**Global Career Band: 8**

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

**Recruiter Name : Shruti Mahesh**

**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 (GHR / FIM requirements)**

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 apply.

To continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology in conjunction with the donor Group companies.

**Observation of Internal Controls (GHR / FIM requirements)**

To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators

Requirements

**What you will need to succeed in the role**:
**Knowledge**
- Entry level qualification as required for the process / as per the benchmark agreed upon between HR and Operations.
- **Experience**:

- Work experience not essential.

**Skills**
- Ability to speak and understand English fluently.
- Ability to write business letters and reports
- Good conversational skills to hold the attention of the customer on the telephone.
- Ability to grasp quickly.
- Ability to understand and interpret numeric data.
- Minimum, basic computer knowledge.
- Flexibility to work shifts.
- Ability to build rapport with people.
- Ability to maintain focus while working with voluminous data.

**What additional skills will be good to have?**
- All applicants must have successfully completed their probation period.
- Employees must meet performance and behavioral standards as defined in the policy.
- All L8 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)

You’ll achieve more at HSBC

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