Responsibilities of the Candidate:

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 Behaviour's, supporting colleagues and customers to deliver superior customer service through these values
Values diversity amongst team

Requirements:

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. Displays patience and empathy
Domain Knowledge required.
Excellent communication skills and is always polite and friendly
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.