Responsibilities
Impact on the Business
- Answers (or makes) phone calls from our HSBC customers
in a polite and friendly way, instilling customer confidence and
resolving customers 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
Customers / Stakeholders
- 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
Leadership & Teamwork
- Acts as a role model for our Group Values and
Behaviours (Open, Connected, Dependable), supporting colleagues and
customers to deliver superior customer service through these values - Values diversity amongst team
Operational Effectiveness & Control
- Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centres
- Maintains HSBC internal control standards
Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres
Requirements
Requirements
- Must be university graduate in any discipline
- Must be Fluent English Speaker
- 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
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