Senior Contact Centre Service & Sales Representative, RBWM

: 1
: 22 - 09 - 2014
: 15 - 10 - 2014
: Thương lượng
: 5817

Mô tả công việc

If you’re looking for a career that will help you to stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Retail Banking and Wealth Management serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.

Our sector-focused Banking relationship managers provide a single coverage point for multi-national clients. With our global capabilities and footprint, vast expertise and local knowledge, our Banking teams connect clients to the products and services that meet their global financial needs.

We are currently seeking an ambitious individual to join this team in the role of Senior Contact Centre Service & Sales Representative

Be trained to handle contacts from customers across multiple products and propositions and has career progressed into a specialist role within the contact centre such as but not limited to call escalations, customer retention, high value sales which require specialty underwriting and/or accreditation skills.   Provides high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact and mentors peers to achieve the same. 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 key performance indicators as following whilst maintaining quality and compliance:

• Deals with contacts with 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

• Provides excellent customer service to complex inbound customer calls by keeping up to date on training and internal communications

• Certified to handle multiple propositions (i.e. Advance, Premier, Insurance) or multiple products (i.e. Loans, Mortgage, Core Banking, Cards) and has specialized in one of the high complex roles within the contact centre

• Generates customer loyalty through strong knowledge of key products and services

• Owns and resolves issues

• Handles escalated customer calls

Kỹ năng yêu cầu

To be successful in the role, you should meet the following requirements:

• Must have education standard to at least university diploma and be of a legal working age

• Must be proficient in 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

• A knowledge expert who has the ablity to teach/mentor others

Địa điểm làm việc


Lưu ý

  • More experienced candidates may be considered for the role of Senior Contact Centre Service & Sales Representative, RBWM
  • For further information on application for this role, please visit our careers site and send your updated resume to

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