Job Description

Job description Business: Contact Centre ( WPB ) Open positions: 1 Role Title: CCSS Representative III Global Career Band: 8 Location (Country / City) : Hyderabad Recruiter Name: Jamal Unnisa Begum Why Join Us: Global Service Delivery is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level. 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 whilst maintaining quality and compliance. What you\'ll do: Answers (or makes) phone calls & responds to email (mail box management) 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 Handling complaints/difficult customers and offering first contact resolution ensuring good customer experience Strive to achieve the Call Centre KPIs as an individual target and Team target. Provides excellent customer service to basic inbound customer calls by keeping up to date on training and internal communications Generating customer loyalty through strong knowledge of key products and services Providing accurate information to customers and striving for zero-error rate Preparing written correspondence for customers on request with accuracy and timeliness Owns and resolves issues and understands how and when to escalate Acts as a role model for our Group Values and Behaviors, supporting colleagues and customers to deliver superior customer service through these values Values diversity amongst team Requirements What you will need to succeed in the role: Sound understanding of quality and customer satisfaction measures deployed in Contact Centre environment Excellent email writing and verbal communication skills. Good prioritizing, planning and organizing skills. Adaptable and flexible to change. Domain Knowledge required. Excellent communication skills and is polite and friendly at all times Displays patience and empathy 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 What additional skills will be good to have: All applicants must have successfully completed their probation period. All applicants must have a minimum performance rating of \'Good\' and behavioral rating of \'Strong\' in the last two appraisals. All L8 and L7 applicants should have served at least 18 months and should have successfully completed respective learning curve tenure, in their current role as on closing date. Application form should be submitted along with the current CV All applicants should inform their respective Line Managers of their application. All the completed applications should be submitted on or before the closing date. Applicant should not be on a corrective action plan/disciplinary action in the last 6 months or any other performance action as on the date of application. The Company reserves the right to change any terms and conditions related to employment, mentioned in the Offer Letter and the Rules and Regulations governing the conduct of the employee in the Company. Such change would be intimated by the Company through an internal communication to the employees at large. Link to Candidate User Guide: (Or) Go to the below link and type \'IND GSC : IJP Applicant User Guide\' in search bar. 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, color, 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. ...Issued By HSBC Electronic Data Processing (India) Private LTD...

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