Background on the role:
Our Contact Centre Sales and Service Representatives play a critical role in our organization, acting as the primary point of contact for our customers. As a Customer Service Representative, you will be responsible for delivering exceptional service by assisting customers with their questions, concerns, and requests. This includes resolving issues efficiently, providing accurate product information and ensuring positive overall experience. Your ability to listen and understand customer needs will be key in ensuring customer satisfaction and support with revenue generation via Sales through Service.
Why join us?
Build your career with an ever-growing, fast paced, dynamic team. A team which lives by “Speak Up” culture, who “works hard and plays hard”, who values diversity, who wants you to not just to stay but want to come to work, whose leaders will spend time with you, invest in your development, and promotes work – life balance.
What you’ll do:
Impact on the Business:
Competent in handling a range of banking enquiries to successfully support a customer in their banking needs. Handling inbound and outbound (where appropriate) customer interactions. Delivering a strong customer experience through each interaction, demonstrating ownership to drive first call resolution.
Customers / Stakeholders:
Adheres and drives HSBC’s values and behaviors in every customer interaction, always doing what is right. Focusing on our customer’s current requirements, while anticipating their changing future needs and priorities. Working hard to meet these needs, which could include supporting them with access to online facilities, banking products and services to helping them manage their accounts. Always delivering open and honest communication through the conveying of information in a simple and understandable ways to build customer relations. Taking personal responsibility for driving the right customer outcomes in a fast paced and changing environment.
Leadership & Teamwork:
A genuine interest in customers and a passion for the service you provide. Able to adapt to innovation and technological change to work smarter, improve service and connect with our customers more sustainably. Embraces and implements change that will improve our business performance. Ability to follow established procedures and use personal judgement to support customers. Demonstrates resilience to pressure and the challenges this brings while adapting to critical work demands with flexibility. Able to demonstrate an understating of the risks associated with role and responsibilities and the impact these have. Proactive desire for self-development in skills required to further support our customers and better their banking experience.
Operational Effectiveness & Control:
Suggests ideas and contributes to implementing of change to better support our customers. Responsible for own development and actively seeks ways to better their own skills and capabilities. Adherence to documented policies and procedures, whilst maintaining quality and compliance standards through use of various support tools and escalation points. Promotes and encourages the highest level of customer service in every interaction. Ability to effectively manage work schedules well, by being ready and available to handle customers’ enquiries efficiently.
Qualifications
What you will need to succeed in the role:
- 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 taking ownership and helping to drive first contact resolution whiles catering to need-based solutions.
- Ability to work in a high-volume, fast paced changing environment as required.
- Proficiency with personal computers and basic software packages and specialised applications.
- Excellent communication skills and is polite and friendly at all times.
- Equipped to deal with customer conversations by displaying patience and empathy.
- Ability to follow process and procedures to mitigate risk/errors.
- Must be competent to handle a set of core skills required for the role which includes general banking and credit card queries.
What additional skills will be good to have?
- Resilience in role will support the role holders in working in a busy work environment irrelevant of location.
- Regular changes to procedures and advances in technology will regularly impact the role holder. Therefore, pro-activeness and ability to embrace change will ensure success.
- A passion for continued learning will also support the role holder in their ability to gain stronger and better skills and capabilities.
- Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.
- As per business demand, candidates with immediate right to work locally and no relocation need will be prioritised.
- The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role.
