Job Title: Contact Centre Representative

Purpose of the role

Receives general inbound customer calls in a contact center 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 whilst maintaining quality and compliance

In this role, you will :

- 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 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 successful you will :

- Sound understanding of quality and customer satisfaction measures deployed in Contact Centre setting.
- Good prioritizing, planning and organizing 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

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

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