Role Purpose
Receives general inbound customer calls in a contact centre environment typically on a single product and or proposition. Provides high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible. Listens to the customer and establishes needs to offer relevant products. Takes ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution. Responsible for achieving individual targets and /or sales goals whilst maintaining quality and compliance.
Principal Accountabilities: Key activities and decision making areas Typical Targets and Measures
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
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