Contact Centre Service & Sales Representative - Outbound (Telesales)

Impact on the Business
Principal Accountabilities
We are currently seeking a high caliber professional to join our team as an CONTACT CENTRE SERVICE & SALES REPRESENTATIVE II
Some careers have more impact than others.

Handles contacts with 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

Customers / Stakeholders

Provides excellent customer service to medium complexity customer contacts by keeping up to date on training and internal communications
Owns and resolves issues and understands how and when to escalate
Certified to handle multiple propositions (i.e Advance) or multiple products (i.e. Loans, Mortgage, Core Banking, Cards) Generating customer loyalty through strong knowledge of key products and services

Leadership & Teamwork

Acts a as mentor to assist new joiners as required
Acts as a role model for our Group Values and behaviours (Open, Connected, Dependable) supporting colleagues and customers to deliver superior customer service through these values
Values diversity amongst team

Operational Effectiveness & Control

Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres Maintains HSBC internal control standards
Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centres

Cập nhật gần nhất lúc: 2024-08-01 14:00:03