Contact Centre Representative, HSBC

HSBC

Location:
Sri Lanka

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

Receiving/making customer calls in a contact center environment typically on multiple products and or propositions. Provides high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible. Listens to the customer and establishes needs to offer relevant products. Takes ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution. Responsible for achieving individual targets and/or sales goals whilst maintaining quality and compliance.

Job Responsibility:

Competent in handling a range of banking enquiries to successfully support a customer in their banking needs
handling inbound and outbound (where appropriate) customer interactions
delivering a strong customer experience through each interaction, demonstrating ownership to drive first call resolution
adheres and drives HSBC’s values and behaviors in every customer interaction, always doing what is right
focusing on our customer’s current requirements, while anticipating their changing future needs and priorities
working hard to meet these needs, which could include supporting them with access to online facilities and services to helping them manage their accounts
always delivering open and honest communication through the conveying of information in a simple and understandable ways to build customer relations
taking personal responsibility for driving the right customer outcomes in a fast paced and changing environment
embraces and implements change that will improve our business performance
ability to follow established procedures and use personal judgement to support customers
demonstrates resilience to pressure and the challenge this brings while adapting to critical work demands with flexibility
promotes and encourages the highest level of customer service in every interaction

Requirements:

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 taking ownership and helping to drive first contact resolution
ability to work in a high-volume, fast-paced changing environment is required
proficiency with personal computers and basic software packages and specialized applications
excellent communication skills and is polite and friendly at all times
equipped to deal with customer conversations by displaying patience and empathy
ability to follow process and procedures to mitigate risk/errors
must be competent to handle a set of core skills required for the role which include first direct core banking enquiries

Nice to have:

Resilience in role will support the role holders in working in a busy work environment irrelevant of location
regular changes to procedures and advances in technology will regularly impact the role holder
pro-activeness and ability to embrace change will ensure success
a passion for continued learning will also support the role holder in their ability to gain stronger and better skills and capabilities

What we offer:

Speak Up culture
work-life balance
investment in employee development

Additional Information:

Job Posted:
September 17, 2025

Expiration:
October 01, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Contact Centre Representative