وظائف بنك HSBC للخبرات
CSE Contact Center
Role Purpose
Receives general inbound customer calls in a contact centre 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 /or
sales goals whilst maintaining quality and compliance.
Principal Accountabilities: Key activities and decision making areas Typical
Targets and Measures
Impact on the Business
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
Offers value added products and services based on customer needs analysis and
ensures customer understanding of those products
Individual service, quality and sales targets through proactively introducing
customers to new and value adding products and services that meets their needs
Targets on efficiency, quality and effectiveness
Adherence to documented policies an procedures
Customers / Stakeholders
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
Owns and resolves issues and understands how and when to escalate
Qualifications
Knowledge & Experience /
Qualifications (For the role – not the role holder. Minimum requirements of the
role.)
A. Secondary School B. University (BA) or (BSc) C. Post Graduate (Masters)
A. Two years or less B. Two to five years C. Five to ten years D. Over ten years
· Must have education standard to at least high school diploma and be of a legal
working age
· Must be proficient language(s) required by the process
· 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
specialised applications
· Excellent communication skills and is polite and friendly at all times
· Displays patience and empathy
Unposting Date : 11-Jan-2021, 23:59:00
