HSBC Group

Business : Contact Center

Open Roles: 1

Rile Title: CCSS Representative GSC's

GCB : 8

Location : Bangalore

Recruiter : Shahen Taj

Why Join us ?
Our Contact Centre Business plays a central role in maintaining our reputation as a leader in banking. The division serves as a vital channel in ensuring successful business development while addressing customers’ different financial needs and delivering quality banking service to our millions of customers through both inbound and outbound calling activities. The value of our Contact Centre Business continues to grow as it cultivates collaboration and improved financial services provision across a broad range of our business areas.
The Opportunity:
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.

What you'll do?

• 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.

What you will need to succeed in this role?

• We are currently looking for dedicated professionals to join our Customer Service teams. Banking and Contact Centre experience are not essential. What we’re really interested in is a genuine passion for going above-and-beyond for our customers on calls & everything else we can teach you
• Must have education standard to at least high school diploma and be of a legal working age 
• Must be proficient in English (Written/Spoken) with good typing skills 
• 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 specialised applications
• Excellent verbal and written communication skills and is polite and friendly at all times
• Displays patience and empathy

Link to Candidate User Guide:
https://hsbchrdirect.service-now.com/nav_to.do?uri=%2Fhrsp%3Fid%3Dkb_article_preview%26sys_id%3D0c6b11641b6a9810cec0553a2d4bcb2a

You’ll achieve more at HSBC. 
HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, colour, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. 
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