Contact Center Agent

Principal responsibilitiesImpact on the BusinessAnswers (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 expectationsOffers value added products and services based on customer needs analysis and ensures customer understanding of those productsCustomers / StakeholdersProvides excellent customer service to basic inbound customer calls by keeping up to date on training and internal communicationsGenerating customer loyalty through strong knowledge of key products and servicesOwns and resolves issues and understands how and when to escalateLeadership & TeamworkActs as a role model for our Group Values and Behaviors (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these valuesValues diversity amongst teamOperational Effectiveness & Control Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM CentersMaintains HSBC internal control standardsAwareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centersRequirementsMust be university graduate in any disciplineMust be proficient language(s) required by the processOpen to working flexible shifting schedulesMust be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to developmentTakes pride in delivering what is promised in line with the customer and service expectationsWants to do a good job, is concerned about getting it right for the customer and checks everything is in orderAbility to work in a high-volume, fast paced environment is requiredProficiency with personal computers and basic software packages and specialized applicationsExcellent communication skills and is polite and friendly at all timesDisplays patience and empathy