Job Title : Contact Centre Representative

Purpose of the role : Receives general inbound customer calls in a contact centre environment typically on a single product and or proposition. Provides high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible. Listens to the customer and establishes needs to offer relevant products. Takes ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution. Responsible for achieving individual targets and /or sales goals whilst maintaining quality and compliance

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 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

To be succeed in this role :

- Sound understanding of quality and customer satisfaction measures deployed in Contact Centre environment
- 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 environment is required

What additional skills will be good to have? **

- Must have education standard to at least high school diploma and be of a legal working age
- Must be proficient language(s) required by the process
- Open to working flexible shifting schedules
- Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development
- Takes pride in delivering what is promised in line with the customer and service expectations
- Wants to do a valuable 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
- Excellent communication skills and is polite and friendly at all times
- Displays patience and empathy

You’ll achieve more at HSBC

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

📌 Contact Centre Representative (Hyderabad)
🏢 HSBC Global Services
📍 Hyderabad