Job Title:  Senior Associate | Customer Experience | Bengaluru | Customer Strategy & Design

The Team

Enterprise technology has to do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about: Customer

Your work profile

Role purpose (overall high level summary of the role) :

• Receives general inbound customer calls / chat in a contact center environment typically on a single product and or proposition. 
• 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.
• Our Contact Centre Business plays a central role in maintaining our reputation as a leader in banking.
• The division serves as a vital channel in ensuring successful business development while addressing customers’ different financial needs and delivering quality banking service to our millions of customers through chatting activities.
• The value of our Contact Centre Business continues to grow as it cultivates collaboration and improved financial services provision across a broad range of our business areas.

Governance and Committee Memberships (membership of ExCos, Risk Management Meeting)

Principal Accountabilities and Responsibilities (e.g., for Business, Customers and Stakeholders; internal control environment, etc.)

• Conducting operations in a contact center environment, independently and meticulously handling multiple customer queries from our Customers typically on multiple products and or propositions
• Responsible for providing quality customer service over the phone to resolve customer enquiries at a high level of customer satisfaction
• Taking 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 key performance indicators and development whilst maintaining appropriate operational risk control and compliance in all activities
•  Advising, communicating, empathizing, resolving conflict and responding sensitively to clients
• Responsible for ensuring resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction
•   Recognize and adjust support approach to accommodate all levels of customer’s experience
•  Communicate positively with team members, customers, and other partners.

• Responsible to attend any communication raised 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

 Leadership & Teamwork 

• 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
• Completion of other team related duties as appropriate

·       Displays patience and empathy

Functional Knowledge

• Provides excellent customer service to basic inbound customer chat 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
• Changing performance parameters (e.g. Scorecard changes)
• Understanding updates on procedural changes and compliance
• Achieving customer excellence in every contact
• Ability to interpret and handle complex customer enquiries to establish their needs and offer relevant products, services and solutions 

Others

• The role operates within a RBWM Contact Centre and interacts with HSBC international customers, the post holder must have the ability to deal with different process, different countries, where applicable, and different customer attitudes and requests on a daily basis.
•  Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section 4 of the Group Operations FIM. 

Key Skills 

• All applicants must have successfully completed their probation period.
• All applicants must have a minimum rating of good on performance and strong on behavior and above in their most recent annual performance appraisal
• All applicants should have served at least 12 months and should have successfully completed respective learning curve tenure, in their current role as on closing date
• Applicant should not be on a corrective action plan/ disciplinary action in the last 6 months or any other performance action as on the date of application.
• Must be proficient in English (Written/Spoken) with good typing skills
• Open to working flexible shifting schedule
•  Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development