UK Contact Centre Agent

The health and safety of our employees and candidates is very important to us.
Due to the current situation related to the Novel Coronavirus (‎2019-nCoV),
we're leveraging our digital capabilities to ensure we can continue to recruit
top talent at the HSBC Group. As your application progresses, you may be asked
to use one of our digital tools to help you through your recruitment journey.
If so, one of our Resourcing colleagues will explain how our video-
interviewing technology will be used throughout the recruitment process and
will be on hand to answer any questions you might have.
Some careers have more impact than others.*
If you're looking for a career where you can make a real impression, join HSBC
and discover how valued you'll be.
HSBC is one of the largest banking and financial services organisations in the
world, with operations in ‎64 countries and territories. We aim to be where the
growth is, enabling businesses to thrive and economies to prosper, and,
ultimately, helping people to fulfil their hopes and realise their ambitions.
We are currently seeking an experienced professional to join our team in the
role of UK Contact Center Agent.
Principal responsibilities
Impact on the Business
* 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
Customers / Stakeholders
* 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
Leadership & Teamwork
* Acts as a role model for our Group Values and Behaviours (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values
* Values diversity amongst team
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
Requirements
Requirements
* Must be university graduate in any discipline
* Must be proficient 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
Due to the urgent hiring need, candidates with immediate right to work locally
and no relocation need will be prioritised.
The chosen candidate for this role will be required to undergo enhanced
vetting. Subject to local laws, this will require the individual to
satisfactorily pass a series of additional checks as part of the recruitment
process and on an ongoing basis, if appointed to the role. HSBC Group reserves
its position with regard to any steps which it may take in relation to any
material adverse findings which arise either when the checks are originally
completed, and/or if relevant, on an ongoing basis. For more information about
the enhanced vetting for this role please contact the recruiter for this role.
You 'll achieve more when you join HSBC.
HSBC is an equal opportunity employer 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 an inclusive and diverse
environment. We encourage applications from all suitably qualified persons
irrespective of, but not limited to, their gender or genetic information,
sexual orientation, ethnicity, religion, social status, medical care leave
requirements, political affiliation, people with disabilities, color, national
origin, veteran status, etc., We consider all applications based on merit and
suitability to the role."
Personal data held by the Bank relating to employment applications will be
used in accordance with our Privacy Statement, which is available on our
website.
Issued By HSBC Electronic Data Processing Private LTD***