Contact Centre Representative

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

Job summary

A leading financial services firm in Hyderabad is seeking an experienced Contact Centre Representative to deliver excellent service to customers. The ideal candidate will possess good communication skills, a strong understanding of customer satisfaction, and the ability to work in a fast-paced environment. Join a firm that values professional development and fosters an inclusive culture.

Qualifications

• Sound understanding of customer satisfaction measures in a contact center.
• Displays patience and empathy, ensuring customer satisfaction.
• Ability to resolve customer issues at first contact.

Responsibilities

• Answer calls from customers in a polite and friendly manner.
• Provide excellent customer service for inbound calls.
• Resolve customer issues and escalate when necessary.

Skills

Excellent email writing skills

Verbal communication skills

Prioritizing and planning

Customer satisfaction understanding

Patience and empathy

Ability to work in high-volume environments

Education

High school diploma

Job description

Contact Centre Representative

We are currently seeking an experienced professional to join our team in this role.

Responsibilities

• Answers phone calls from our 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 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.
• Generates customer loyalty through strong knowledge of key products and services.
• Owns and resolves issues and understands how and when to escalated.
• Acts as a role model for our Group Values and Behaviors, supporting colleagues and customers to deliver superior customer service through these values.

Qualifications

• 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.
• Domain Knowledge required.
• Displays patience and empathy.
• 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.
• Must have education standard to at least high school diploma and be of a legal working age.
• Must be proficient in language(s) required by the process.
• Wants to do a good job, is concerned about getting it right for the customer and checks everything is in order.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Other

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.