Job Description
Answers (or makes) phone calls from
our HSBC customers in a polite and friendly way, instilling customer confidence
and resolving customer’s issues at first contact where possible
Delivers what is promised in line with
customer expectations
Provides excellent customer service to
basic inbound customer calls by keeping up to date on training and internal
communications
Targets on efficiency, quality and
effectiveness
Adherence to documented policies and
procedures
Owns and resolves issues and
understands how and when to escalate
Knowledge of Group compliance,
Operational Risk
Maintains HSBC internal control
standards
Awareness of all elements of
Operational Risk associated with the role
Job Requirements
Excellent level of English
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 specialized applications
Excellent communication skills and is
polite and friendly at all times
Displays patience and empathy
Payments Products knowledge will be an
asset
Having a previous customer experience
will be an asset
Additional language knowledge will
also be an asset