Contact Centre Representative

HSBC; Hyderabad; On-site; INR 300,000 - 500,000; Full time

Benefits offered by this job

Continuous professional development

Flexible working opportunities

Job summary

A leading financial institution in Hyderabad is seeking a Contact Centre Representative to enhance customer satisfaction through effective communication and excellent service. The ideal candidate should possess strong verbal skills and be adaptable in a fast-paced environment. Responsibilities include managing customer calls and emails, ensuring a positive customer experience while delivering value-added services.

Qualifications

• Understanding of quality and customer satisfaction in a Contact Centre environment.
• Ability to work in a high-volume, fast paced environment.

Responsibilities

• Answer calls and respond to emails from HSBC customers.
• Deliver on promises in line with customer expectations.
• Offer value-added products and services based on customer needs.
• Facilitate excellent customer service through training.
• Generate customer loyalty through product knowledge.

Skills

Excellent email writing skills

Verbal communication skills

Prioritising and planning skills

Domain knowledge

Ability to remain polite and friendly

Adaptability

Job description

Contact Centre Representative

Business: Contact Centre

Principal Responsibilities

• Answers (or makes) phone calls and responds to email (mailbox management) from 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 certifies customer understanding of those products.
• Take measures to provide 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.

Leadership and Teamwork

• Owns and resolves issues and understands how and when to elevate.
• Acts as a role model for our Group Values and Behaviors, supporting colleagues and customers to deliver superior customer service through these values.
• Values diversity amongst team.

Qualifications

• Sound understanding of quality and customer satisfaction measures deployed in Contact Centre environment.
• Excellent email writing and verbal communication skills.
• Good prioritising, planning and organising skills.
• Domain knowledge required.
• Excellent communication skills and is polite and friendly at all times.
• Ability to work in a high-volume, fast paced environment is required.

Others

• Displays patience and empathy.
• Wants to do a good job and is concerned about getting it right for the customers and checks everything is in order.
• Adaptable and flexible to change.

You’ll achieve more at HSBC

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of gender, genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, colour, national origin, veteran status, etc. We consider all applications based on merit and suitability to the role. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.