About the Company

HSBC is a globally recognized leader in banking and financial services, operating across 64 countries and territories. The organization is dedicated to identifying and supporting growth opportunities to foster business expansion and economic prosperity, ultimately assisting individuals in achieving their aspirations. HSBC emphasizes a culture of continuous professional development, flexible working, and opportunities for growth within an inclusive and diverse environment. They are committed to valuing, respecting, and counting the opinions of all employees, promoting a workplace where everyone can achieve more.

Job Description

HSBC is seeking an experienced professional to join their team as a Contact Centre Representative in Hyderabad, Telangana, India. This role involves engaging with HSBC customers via phone, aiming to build confidence, resolve issues efficiently during the initial contact, and consistently meet customer expectations. The representative will also be responsible for identifying customer needs to offer value-added products and services, ensuring customers understand these offerings. Maintaining up-to-date knowledge through training and internal communications is crucial for delivering excellent customer service on basic inbound calls. The role requires generating customer loyalty through a thorough understanding of key products and services, taking ownership of and resolving customer issues, and knowing when to escalate them. The Contact Centre Representative will act as a role model for HSBC’s Group Values and Behaviors, supporting colleagues and customers to achieve superior service delivery. The team values diversity among its members. This is a full-time, hybrid position.

Responsibilities

• Answer or make phone calls to HSBC customers in a polite and friendly manner, building customer confidence.
• Resolve customer issues at first contact whenever possible.
• Deliver on promises made to customers and meet their expectations.
• Analyze customer needs to offer value-added products and services, ensuring customer comprehension.
• Provide excellent customer service for basic inbound calls by staying current with training and internal communications.
• Cultivate customer loyalty through in-depth knowledge of key products and services.
• Own and resolve customer issues, understanding escalation procedures and timing.
• Embody Group Values and Behaviors, serving as a role model and supporting colleagues and customers.
• Contribute to a diverse and inclusive team environment.

Qualifications

• Sound understanding of quality and customer satisfaction measures relevant to a Contact Centre environment.
• Excellent email writing and verbal communication skills.
• Good prioritizing, planning, and organizing skills.
• Adaptability and flexibility to changing circumstances.
• Excellent communication skills, always maintaining a polite and friendly demeanor.
• Demonstrates patience and empathy towards customers.
• A strong work ethic with a focus on accuracy and thoroughness for customer satisfaction.
• Ability to perform effectively in a high-volume, fast-paced environment.

Skills

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Other Information

HSBC is an equal opportunity employer that values diversity and inclusivity. They are committed to providing a workplace that fosters professional development and offers opportunities for growth. Personal data related to employment applications will be handled in accordance with their Privacy Statement. Issued by HSBC Electronic Data Processing (India) Private LTD.

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