Contact Centre Service & Sales Representative - Outbound (Telesales)

Some careers have more impact than others.

We are currently seeking a high caliber professional to join our team as an CONTACT CENTRE SERVICE & SALES REPRESENTATIVE II

Principal Accountabilities

Impact on the Business

• 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 ensures customer understanding of those products

Customers / Stakeholders

• Provides excellent customer service to medium complexity customer contacts by keeping up to date on training and internal communications
• Certified to handle multiple propositions (i.e Advance) or multiple products (i.e. Loans, Mortgage, Core Banking, Cards) 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
• Acts a as mentor to assist new joiners as required

Operational Effectiveness & Control

• Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centres
• Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres Maintains HSBC internal control standards