Customer Service Representative

Answers (or makes) phone calls & responds to email (mail box management) 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. 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. Acts as a role model for our Group Values and Behaviors, supporting colleagues and customers to deliver superior customer service through these values. Values diversity amongst team. Sound understanding of quality and customer satisfaction measures deployed in Contact Centre environment. Excellent email writing and verbal communication skills. Good prioritizing, planning and organizing skills. Adaptable and flexible to change. Domain Knowledge required. Excellent communication skills and is polite and friendly at all times. Displays patience and empathy. 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.