Some careers have more impact than others.
If you’re looking for a career where you can make a real impression, join gsc 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 *bilingual *contact center agent*
*description*
the bilingual premier direct banking specialist is trained to handle inbound calls from internal and external customers across multiple products and propositions. Provides high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact and mentors peers to achieve the same. 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.
This job will carry out the following tasks:
- provides high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible. Maintains attention to detail and high accuracy in directing and navigating customers to appropriate resolutions in a timely manner.
- adhere to call procedures and guidelines.
- establish customer’s needs and offers solutions to enhance the customer’s relationship.
- offers value added products and services based on customer needs analysis and ensures customer understanding of those products
- takes ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution.
- maintain a working knowledge of regulations to identify risk or fraudulent activity in order to protect both the customer and the bank
- ensure compliance, operational risk controls in accordance with hsbc or regulatory standards and policies
- keeps up to date on training and internal communications
complete other responsibilities, as assigned.
*requirements*:
*qualifications*
- minimum education requirement for mexico contact center agent (wpb)
- minimum of two-five years proven and progressive customer service and sales experience preferred
- must be proficient in reading and writing in both spanish and english
- must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development
- ability to work in a high-volume, fast paced environment is required
- proficiency with personal computers and basic software packages
- excellent communication skills and is polite and friendly at all times
- displays patience and empathy
a knowledge expert who has the ability to maintain departmental productivity, quality and sales standards.
You’ll achieve more when you join hsbc.
*issued by hsbc electronic data processing (india) private ltd