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 robust 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, rapid 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 (India)
🏢 protiviti india
📍 India