Customer Service Associate (UK) at HSBC

HSBC Career
HSBC Career

Job Description

  • Proactively identify issues, if any, and escalate.
  • Provide service to customers by focusing on resolving requests efficiently, accurately, and professionally.
  • Defuse irate customers and resolve challenging inquiries utilising negotiation skills while following guidelines in an effort to satisfy the customer.
  • Demonstrate knowledge of features, benefits and procedures and take initiative to review daily process updates for defect free implementation.
  • To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
  • Issues/problems are effectively investigated and resolved or appropriately referred with recommendations
  • Maintain equipment, systems and general work environment in good condition, adhering to all appropriate procedures. 
  • Receive/make calls from/to customers (internal/ external) 
  • Process customer instructions accurately to achieve agreed quality standards and targets (as amended or notified from time to time) on all the processes worked
  • Act effectively on all customer feedback
  • Proactively escalate to the Line Management any issues / transactions that would impact service delivery or potential loss to the bank
  • Respond to mails/queries related to process timely with a cc to the Line Manager
  • Ensure no Ops Losses (Actual, Potential or Near Misses) are incurred due to the errors made        
  • Instructions/requests to be correctly interpreted, understood and implemented. 
  • Meet targets on productivity and accuracy as per the targets and metrics defined for the process.
  • Ensure that the process related procedures are implemented as per the process manuals.
  • Ensure that fraud/errors/irregular transactions (if any) are identified and escalated.
  • Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set. 
  • Work well independently; complete assigned tasks in the established timeframe as per the process benchmarks.
  • Participate in development of cohesive teams  
  • Foster development of co-workers 
  • Contribute to the creation of a supportive work environment driven by people centric values 
  • Build professional relationships with colleagues in other areas 
  • Acquire and update knowledge on procedures related to relevant processes
  • All data requirements (timesheets, leave requests, absence requests and ad hoc process information) is completed and updated in a timely manner
  • Work productively, professionally and demonstrate ways to improve customer service. 
  • Assist line manager/supervisor with managing day-to-day operations and support peers on process if needed.
  • Participate in team meeting / team activities and work towards sustaining team spirit.

Job Requirements

  • 0 to 2 years of Experience in off-shore contact center
  • Ability to speak and understand English fluently. 
  • Ability to write business letters and reports
  • Good conversational skills to hold the attention of the customer on the telephone. 
  • Ability to grasp quickly.
  • Ability to understand and interpret numeric data.
  • Minimum, basic computer knowledge. 
  • Flexibility to work shifts.
  • Ability to build rapport with people.
  • Ability to maintain focus while working with voluminous data.

Apply Via The Following Link

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