Contact Centre Representative

HSBC; Hyderabad; On-site; INR 350,000 - 520,000; Full time

Job summary

HSBC is seeking a customer service professional in Hyderabad to handle inbound calls, resolve issues on first contact, and promote HSBC products based on customer needs. You will deliver courteous service and build customer trust while maintaining up-to-date knowledge of products and processes.

The role emphasizes empathy, effective communication, and a strong commitment to quality in a busy contact center environment in India.

Qualifications

• Excellent email writing and verbal communication skills.
• Good prioritizing, planning and organizing skills.
• Adaptable and flexible to change. Displays patience and empathy.

Responsibilities

• Answers (or makes) phone calls from 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 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.
• Owns and resolves issues and understands how and when to escape.
• Acts as a role model for our Group Values and Behaviour’s, supporting colleagues and customers to deliver superior customer service through these values.
• Values diversity amongst team.

Skills

Customer service

Communication skills

Email writing

Verbal communication

Empathy

Job description

Some Careers Shine Brighter Than Others.

If you’re looking for a career that will help you 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.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

In This Role, You Will

• Answers (or makes) phone calls from 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 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
• Owns and resolves issues and understands how and when to escape
• Acts as a role model for our Group Values and Behaviour’s, supporting colleagues and customers to deliver superior customer service through these values
• Values diversity amongst team

To Be Successful, You Will

• Sound understanding of quality and customer satisfaction measures deployed in Contact Centre environment
• Excellent email writing and verbal communication skills.
• Good prioritizing, planning and organizing skills.
• Adaptable and flexible to change. Displays patience and empathy
• Domain Knowledge required.
• Excellent communication skills and is always polite and friendly
• 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

You’ll achieve more when you join 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, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.">

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