Contact Centre Representative

We are currently seeking an experienced professional to join our team in the role of Contact Centre Representative.

In this role, you will:

• Answer (or make) phone calls from our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customers' issues at first contact where possible.
• Deliver what is promised in line with customer expectations.
• Offer value-added products and services based on customer needs analysis and ensure customer understanding of those products.
• Provide excellent customer service to basic inbound customer calls by keeping up to date on training and internal communications.
• Generate customer loyalty through strong knowledge of key products and services.
• Own and resolve issues and understand how and when to escalate.
• Act as a role model for our Group Values and Behaviours, supporting colleagues and customers to deliver superior customer service through these values.
• Value diversity amongst the team.

To be successful, you will:

• Have a sound understanding of quality and customer satisfaction measures deployed in a contact centre environment.
• Have excellent email writing and verbal communication skills.
• Have good prioritizing, planning and organizing skills.
• Be adaptable and flexible to change, and display patience and empathy.
• Have domain knowledge required.
• Have excellent communication skills and always be polite and friendly.
• Want to do a good job, be concerned about getting it right for the customer, and check everything is in order.
• Have the ability to work in a high-volume, fast-paced environment.