Contact Centre Representative

HSBC Global Services Limited; Hyderabad; On-site; INR 300,000 - 420,000; Full time

Job summary

HSBC Global Services Limited seeks a Contact Centre Representative to engage with HSBC customers via phone and email, resolving inquiries and delivering exceptional service. You will support product understanding, maintain accurate knowledge of HSBC offerings, and uphold the company’s values in a fast-paced centre environment.

The role emphasizes customer satisfaction, professionalism in communications, and the ability to adapt to changing processes while contributing to a positive team

Qualifications

• Experience in contact centre or customer support environment.
• Strong written and verbal communication skills.
• Ability to manage multiple tasks and high-volume calls.
• Demonstrates empathy and customer-focused approach.

Responsibilities

• Answers or makes calls to HSBC customers ensuring courteous, professional service.
• Resolves customer issues at first contact where possible and communicates clearly.
• Promotes value-added products/services based on customer needs analysis.
• Provides excellent service on basic inbound calls and stays updated on training.

Skills

Customer service

Communication

Email writing

Time management

Problem solving

Teamwork

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.

We are currently seeking an experienced professional to join our team in the role of Contact Centre Representative.

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 escalates
• 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 organising 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.

www.hsbc.com/careers

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.

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.

*Issued By HSBC Electronic Data Processing (India) Private LTD *