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
  
  

• 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
  Behaviours (Open, Connected, Dependable), supporting colleagues and
  customers to deliver superior customer service through these values
• Values diversity amongst team
  
  

• Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centres
• Maintains HSBC internal control standards
  
  

• 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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