HSBC Call Center Representative

Role Purpose (overall high level summary of the role)

Receives general inbound customer calls in a contact center 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.

In this role you will be:

Working in a contact center environment handling multiple customer queries from our Customers typically on multiple products and or propositions

Providing quality customer service over the phone to resolve customer enquiries at a high level of customer satisfaction

Ability to interpret and handle complex customer enquiries to establish their needs and offer relevant products, services and solutions

Taking 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 key performance indicators and development whilst maintaining appropriate operational risk control and compliance in all activities

Advising, communicating, empathizing, resolving conflict and responding sensitively to clients

Responsible for ensuring resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction

Recognize and adjust support approach to accommodate all levels of customer's experience

Communicate positively with team members, customers, and other partners.