وظائف بنك HSBC للخبرات
UK Contact Centre Agent - GSC
Opening date 18-Mar-2023
Closing date31-Dec-2025
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
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
Leadership & Teamwork
Acts as a role model for our Group Values and
Behaviors (Open, Connected, Dependable), supporting colleagues and customers to
deliver superior customer service through these values
Values diversity amongst team
Operational Effectiveness & Control
Knowledge of Group compliance, Operational Risk
and SOX (Sarbanes- Oxley Requirements) for RBWM Centres
Maintains HSBC internal control standards
Awareness of all elements of Operational Risk associated with the role in
compliance to SOX for contact centres
Requirements
Must be university graduate in any discipline
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 specialized
applications
Excellent communication skills and is polite and friendly at all times
Displays patience and empathy
