Contact Centre Representative

HSBC

Hyderabad

On-site

INR 300,000 - 500,000

Full time

14 days+

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Job summary

A leading financial service provider in Hyderabad is seeking a Contact Centre Representative to manage customer calls and emails in a polite manner. The ideal candidate should possess excellent verbal and email communication skills, be adept at organizing tasks, and thrive in a high-volume environment. This role emphasizes customer satisfaction and fostering loyalty, making it essential for candidates to understand service quality and support team values.

Qualifications

Sound understanding of quality and customer satisfaction measures in a Contact Centre.
Ability to manage phone calls and emails politely and effectively.
Good prioritizing and organizing skills.

Responsibilities

Answer and respond to phone calls and emails from HSBC customers.
Deliver services in line with customer expectations.
Generate customer loyalty by understanding products.

Skills

Excellent verbal communication skills

Email writing skills

Customer satisfaction understanding

Organizational skills

Ability to work in a fast-paced environment

Job description

Some Careers Have More Impact Than Others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 62 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.

Contact Centre Representative

Business: Contact Centre

Principal Responsibilities

Answers (or makes) phone calls & responds to email (mailbox management) 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 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 Behaviours, 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, but not limited to, their gender or 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.