UK CC

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 Behaviours (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these valuesValues diversity amongst teamOperational Effectiveness & ControlKnowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM CentresMaintains HSBC internal control standardsAwareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centresRequirementsMust be university graduate in any disciplineMust be proficient/Fluent 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 specialised applicationsExcellent communication skills and is polite and friendly at all timesDisplays patience and empathyFresh are welcome