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Senior Contact Centre Service & Sales Representative - Night Shift (GCB 7)

  • Ho Chi Minh
  • Experienced (Non - Manager)
  • Permanent
  • Bachelor
  • 2 Years
  • Negotiable
  • Banking
  • 30/06/2019

Job Description

In this role, you will:
•Deal with contacts with our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer’s issues at first contact where possible.
•Deliver what is promised in line with customer expectations
•Offer value added products and services based on customer needs analysis and ensures customer understanding of those products
•Provide excellent customer service to complex inbound customer calls by keeping up to date on training and internal communications
•Certify to handle multiple propositions (i.e. Advance, Premier, Insurance) or multiple products (i.e. Loans, Mortgage, Core Banking, Cards) and has specialized in one of the high complex roles within the contact centre
•Generate customer loyalty through strong knowledge of key products and services
•Own and resolves issues
•Handle escalated customer calls
•Treat customers fairly and with integrity
•Deal with contacts with our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer’s issues at first contact where possible
•Deliver what is promised in line with customer expectations
•Offer value added products and services based on customer needs analysis and ensures customer understanding of those products
•Provide excellent customer service to complex inbound customer calls by keeping up to date on training and internal communications
•Certify to handle multiple propositions (i.e. Advance, Premier, Insurance) or multiple products (i.e. Loans, Mortgage, Core Banking, Cards) and has specialized in one of the high complex roles within the contact centre
•Generate customer loyalty through strong knowledge of key products and services
•Own and resolve issues
•Handle escalated customer calls
•Treat customers fairly and with integrity

Job Requirement

To be successful in the role, you should meet the following requirements:
•Must have education standard to at least university diploma and be of a legal working age
•Must be proficient in 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
•Take pride in delivering what is promised in line with the customer and service expectations
•Want 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
•Display patience and empathy
•A knowledge expert who has the ability to teach/mentor others

 

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