Contact Centre Representative

Job title: Contact Centre Representative

Purpose of the role:

Receives general inbound customer calls in a contact centre 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 

Principal responsibilities: 

Answers (or makes) phone calls 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 added products and services based on customer needs analysis and ensures customer understanding of those products

Provides excellent customer service to basic inbound customer calls by keeping up to date on training and internal communications

Generating customer loyalty through strong knowledge of key products and services

Owns and resolves issues and understands how and when to escalate

Acts as a role model for our Group Values and Behaviors, supporting colleagues and customers to deliver superior customer service through these values

Values diversity amongst team

To be successful you will:

Sound understanding of quality and customer satisfaction measures deployed in Contact Centre environment

Excellent email writing and verbal communication skills.

Good prioritizing, planning and organizing skills.

Adaptable and flexible to change.

Domain Knowledge required.

Excellent communication skills and is polite and friendly at all times

Displays patience and empathy

Wants to do a good job,is concerned about getting it right for the customer and checks everything is in order

Ability to work in a high-volume, fast paced environment is required

What additional skills will be good to have?

Must have education standard to at least high school diploma and be of a legal working age

Must be proficient language(s) required by the process

Open to working flexible shifting schedules

Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development

Takes pride in delivering what is promised in line with the customer and service expectations

Wants to do a good job,is concerned about getting it right for the customer and checks everything is in order

Ability to work in a high-volume, fast paced environment is required

Proficiency with personal computers and basic software packages and specialised applications

Excellent communication skills and is polite and friendly at all times

Displays patience and empathy

You'll achieve more at HSBC

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role."

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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