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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