Job Description
HSBC is currently recruiting for the role of Customer Service Executive
To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified Service Level Agreements (SLA’s). Responsible for relationship building and resolving customer queries / issues in a professional manner (where applicable). Other responsibilities dependent on process assigned to. Receives customer calls in a call centre environment. Responsible for relationship building and account management while resolving customer inquiries in a professional manner. Takes ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution. May be responsible for achieving individual sales goals.
Duties and Responsibilities
Your main responsibilities in this role include the following:
Ensure that the productivity and quality levels are achieved as per the standards sent for the process.
Proactively identify issues, if any, and escalate.
Provide service to customers by focusing on resolving requests efficiently, accurately, and professionally.
Defuse irate customers and resolve challenging inquiries utilising negotiation skills while following guidelines in an effort to satisfy the customer.
Demonstrate knowledge of features, benefits and procedures and take initiative to review daily process updates for defect free implementation.
To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
Issues/problems are effectively investigated and resolved or appropriately referred with recommendations
Maintain equipment, systems and general work environment in good condition, adhering to all appropriate procedures.
Job Requirements
Entry level qualification as required for the process / as per the benchmark agreed upon between HR and Operations
Work experience not essential.
Ability to speak and understand English fluently.
Ability to write business letters and reports
Good conversational skills to hold the attention of the customer on the telephone.
Ability to grasp quickly.
Ability to understand and interpret numeric data.
Minimum, basic computer knowledge.
Flexibility to work shifts.
Ability to build rapport with people.
Ability to maintain focus while working with voluminous data.
