Role & responsibilities

What youll do:
- 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 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 escalate
- 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

What you will need to succeed in the role:
- 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.
- Domain Knowledge required.
- Excellent communication skills and is polite and friendly at all times
- 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 setting is required

What additional skills will be good to have?
- All applicants must have successfully completed their probation period.
- All applicants must have a minimum performance rating of ‘Good’ and behavioral rating of ‘Strong’ in the last two appraisals.
- All L8 and L7 applicants should have served at least 18 months and should have successfully completed respective learning curve tenure, in their current role as on closing date.
- Application form should be su

📌 Contact Center Representative (Bengaluru)
🏢 protiviti india
📍 Bengaluru