Job Description
HSBC is currently recruiting for the role of Call Centre CCSS Representative
Performing Outbound calls for specific campaigns trying to convince the customers with the products and handling Customers` objections
Duties and Responsibilities
Your main responsibilities in this role include the following:
Impact on the Business
Perform OB phone calls for our HSBC customers in a polite and friendly way, instilling customer confidence and convincing them with the bank products
Delivers what is promised in line with customer expectations/ Sales targets required
Work on all sales campaigns activities for HBEG as outbound team
Provide high quality service to achieve customer needs
Delivering high quality of sales for our customers
Following up with MSF/branches for all pending requests
Individual quality and sales targets through proactively introducing customers to new and value adding products and services that meets their needs
Targets on efficiency, quality and effectiveness
Adherence to documented policies and procedures
Customers / Stakeholders
Provides excellent customer service to basic outbound 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
Quality monitoring scores
Direct customer feedback via complaints, compliments and customer satisfaction surveys
Completion of required training and accreditations
Number of calls that lead to offering value added products through conversations with customers, incorporating needs analysis, building rapport, and overcoming objections
Leadership & Teamwork
Acts as a role morel for our Group Values and Behaviors (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values
Values diversity amongst team
Contribution to team events and team meetings, and suggestions put forward for improvements or efficiency gains
Completion of other team related duties as appropriate
Displays patience and empathy
Operational Effectiveness & Control
Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centres
Maintains HSBC internal control standards
Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres
Completion of technical training that enhances system knowledge and proficiency
Regular attendance at learning sessions and team meetings
Adherence to clear desk and other internal policies
Timely completion of mandatory compliance, risk and regulatory learning modules
Job Requirements
previous Telesales/telemarketing experience as well as Excellent to Fluent English are required
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
Preferably to have sales experience specially in banking products
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 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
Proficiency with personal computers and basic software packages and specialised applications
Excellent communication skills and is polite and friendly at all times
Displays patience and empathy
