What you will do:

• Receive/make calls from/to customers (internal/ external) in rotational shifts.
• Process customer instructions accurately to achieve agreed quality standards and targets (as amended or notified from time to time) on all the processes worked.
• Act effectively on all customer feedback.
• Proactively escalate to the Line Management any issues / transactions that would impact service delivery or potential loss to the bank.
• Respond to mails/queries related to process timely with a cc to the Line Manager & ensure no Ops Losses (Actual, Potential or Near Misses) are incurred due to the errors made.
• Ensure that the productivity and quality levels are achieved as per the standards sent for the process & proactively identify issues, if any, and escalate & provide service to customers by focusing on resolving requests efficiently, accurately, and professionally.
• Defuse irate customers and resolve challenging inquiries utilising negotiation skills while following guidelines in an effort to satisfy the customer & demonstrate knowledge of features, benefits and procedures and take initiative to review daily process updates for defect free implementation.
• To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators & Issues/problems are effectively investigated and resolved or appropriately referred with recommendations.
  
  
• Requirements
  
  
• Fluency in English.
• Flexible with rotational shifts, previous experience in call centre field is preferred.
• Ability to write business letters and reports & good conversational skills to hold the attention of the customer on the telephone.
• Ability to grasp quickly, ability to understand and interpret numeric data & minimum, basic computer knowledge.
• Ability to build rapport with people & ability to maintain focus while working with voluminous data & good communication skills – Verbal, attention to details.
• Proven track record of strong focus towards high levels of Quality and Customer Service & ability to multi-task, depending on the criticality of the tasks.
• Self motivated and should be able to work under minimal supervision.
• Good team player & flexibility to work in weekends, strong Relationship building skills & quick Learner.
  
  

What additional skills will be good to have?

• Good MS Office skills.
• Good reporting and reading MIS.
• Understanding real-time urgency.
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