Contact Centre Service & Sales Representative, Inbound (175790)

Impact on the Business

• Handles contacts with 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 customer contacts 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 Behaviours (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

Qualifications

• Must have education standard at least High school diploma and in legal working age 

• Must have proficient language(s) (Vietnamese, English...) required by the process

• Open to work flexible shifting schedules

• Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development

• Take pride in delivering what is promised in line with the customer and service expectations

• Want to do a good job, be concerned about getting it right for the customer and check 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

• Display patience and empathy