Principal Responsibilities:

• 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.
• Provides excellent customer service to basic inbound customer calls by keeping up to date on training and internal communications.
• Targets on efficiency, quality and effectiveness
• Adherence to documented policies and procedures.
• Owns and resolves issues and understands how and when to escalate .
• Knowledge of Group compliance, Operational Risk.
• Maintains HSBC internal control standards
• Awareness of all elements of Operational Risk associated with the role.
  
  

Requirements

Requirements:

• Excellent level of English
• 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 specialized applications
• Excellent communication skills and is polite and friendly at all times
• Displays patience and empathy
• Payments Products knowledge will be an asset
• Having a previous customer experience will be an asset
• Additional language knowledge will also be an asset
  

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

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