ccss senior representative

Job Title: CCSS SENIOR REPRESENTATIVE

In this role, you will: 

• Escalation Desk: Handling complex or unresolved customer issues, ensuring prompt resolution and providing and enhancing customer satisfaction.
• Complaints Desk: Managing customer grievances, ensuring thorough investigation and timely resolution to maintain customer satisfaction and uphold service standards.
• ASM Chat support: Delivering the needed support and knowledge to the agents on our main support channel.
• Knowledge sessions: Facilitating the sharing of the expertise and best practices, fostering continuous learning and improving team performance.
• Process Enhancement: Analyzing and improving workflows to increase process efficiency and accuracy.
• Side by Sides: Live call monitoring by sitting side-by-side with agents, ensuring adherence to quality through real-time feedback and guidance.
• NPS Analysis: Analyzing survey results focusing on identifying the reasons behind detractors and developing strategies to improve the NPS score.
• Complaints Analysis: Analyzing all the complaints raised to identify the most common complaint type and their root causes to drive process improvements and enhance customer satisfaction.
• Transfer Analysis: Listening to all the warmly transferred calls that should be executed blindly to assess their impact on AHT and improve operational efficiency
• Awareness Communications: Communication emails entail disseminating information about updates and new changes to enhance agents' awareness.
• Remedial actions completion: Remedial action support includes assisting mentors and agents in effectively completing corrective actions to address issues and improve performance.
• Health Checks: Daily health checks to identify call patterns, common queries, reporting system issues and supporting the business through daily tasks.
• Work is organized and processed / completed within agreed timescales. On-going monitoring and review of workflow and priorities are in accordance with procedures.
• MI and other business data requirements are completed accurately and supporting statistics/reports/returns are presented to business/management within agreed timescales and issues escalated to line manager in a timely manner.
• Processes are regularly reviewed to identify improvements, which will enhance operational and financial effectiveness.
• Establish and maintain effective relationship with business areas and identify areas of service improvements.
• Drive rigorous and customer centric quality campaigns and initiatives to increase quality awareness in the team.
• Procedural changes / new initiatives are reviewed, fully communicated to and implemented by the teams under control. Acquire and update knowledge on procedures related to relevant processes
• Problem situations are proactively identified, resolved and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence.
• Customer issues are handled sensitively and receive full consideration. Situations are resolved effectively retaining goodwill of customer.
• Customers are kept fully informed of progress.
• To assist the manager in running the operations.
• Effective communication with peers in terms of best practice sharing to ensure that optimum use of resource is made across the sections and that a robust cross training plan is in place to multi skill operation teams.
• By providing input/support on management issues and deputising the manager during his/her absence.
• Knowledge and experience are shared with team members, aiding on referred / technical issues.
• To implement Group Compliance Policy by containing compliance risk in conjunction with the relevant compliance department. The term 'compliance' embraces all relevant laws, rules and codes.
• 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.
• Maintain equipment, systems and general work environment in good condition, adhering to all appropriate procedures.
• Issues/problems are effectively investigated and resolved or appropriately referred with recommendations
• By adhering to the group agreed processes / procedures – achieving a satisfactory Audit report.

To be successful you will: 

• Strong Procedural knowledge.
• Should have a good understanding of Complaints - Regulatory & Outcome.
• Strong communication and interpersonal skills.
• Ability to coach the staff to enhance performance in all metrics.
• Be creative and innovative to ensure coaching is needed based.
• Ability to deliver learning sessions in an effective manner.
• Ability to learn quickly and transfer knowledge.
• Demonstrate HSBC values in day-to-day activities and lead by example.

Eligibility Criteria:

• Must be Cluster 5 Trained
• Should have been rated at least as Meets Expectations on Performance and Behavior above for Q1 2025.
• Should not be on any Corrective Action Plan/ PIP in the last 6 months.
• Should have the will to learn and perform at the highest level, and should be able to display Role-Model behavior
• Should be flexible to work in any shift pattern and work from the Office (Shift timing and weekly offs).

You'll achieve more at HSBC

HSBC is 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. 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.

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