CCSS Rep 1 Inbound Service

• 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 ensuring customer understanding of those products
• Use a range of simple techniques to personalise the customer’s experience in a way that makes them feel valued and appreciated Satisfy customers’ expectations by providing appropriate solutions in a prompt, efficient and personalised way
• Certified to handle multiple propositions (i.e. Advance, Premier) with multiple products (i.e. Core Banking, Cards)
• Generates 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 behaviors (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values
• Values diversity amongst team
• Knowledge of Group compliance, Operational Risk. Maintains HSBC internal control standards
• Awareness of all elements of Operational Risk associated with the role

• Bachelor’s degree or above
• At least two years relevant experience
• Must have education standard to at least college degree and be of a legal working age
• Must be proficient in language(s) required by the process
• 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

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within and inclusive and diverse environment