01Overview
-Job description
Business:RBWM*
Open positions: 1
Role Title:Contact Centre Representative, GSCs
Global Career Band: 8
Location _(Country / City )_: Hyderabad
Recruiter Name:Jamal Unnisa
Why join us
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.
The Prospect:
Impact on the Business
- Answers (or makes) phone calls from our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customers 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
- Quality monitoring scores
- Direct customer feedback via complaints, compliments and customer satisfaction surveys
- Completion of required training and accreditations
- Number of calls that lead to offering val .
