Senior Associate

Dear Candidate,

Greeting's from ZettaMine!!!

We are processing your profile for a Full-Time Employee position with ZettaMine Payroll for Capgemini client

Skills : Fluent communication, Handing calls

Job Title : Senior Associate/ Contact Center Representative

Relevant Experience : 1 to 4 Years

Work Location : Hyderabad

Notice Period : Immediate Joiners to 15 Days NP Serving Candidates

Description:

Role Overview

We are looking for a Contact Center Representative Senior Associate to provide excellent customer service to HSBC customers through phone and email channels. The role requires strong communication skills, customer focus, problem-solving ability, and the flexibility to work in a high-volume, fast-paced contact center environment.

The candidate will be responsible for understanding customer requirements, resolving queries at the first point of contact wherever possible, providing accurate information, and ensuring a positive customer experience.

Key Responsibilities

• Handle inbound and outbound customer calls and respond to customer emails/mailbox queries in a polite, professional, and friendly manner.
• Understand customer concerns and resolve issues at the first point of contact wherever possible.
• Deliver solutions in line with customer expectations and organizational service standards.
• Identify customer needs and recommend relevant value-added products and services.
• Explain products and services clearly and ensure customers understand the information provided.
• Provide excellent customer service by maintaining up-to-date knowledge of products, processes, policies, training, and internal communications.
• Build customer loyalty through strong knowledge of key products and services.
• Take ownership of customer issues and resolve them effectively, escalating matters to the appropriate team when required.
• Maintain professionalism and demonstrate the organization's values and expected behaviors in all customer interactions.
• Work collaboratively with colleagues to deliver a superior customer experience.
• Respect and promote diversity within the team and workplace.

Accountability & Responsibilities

• Maintain a strong understanding of quality and customer satisfaction metrics used within a contact center environment.
• Demonstrate excellent verbal and written communication skills, particularly email writing.
• Prioritize, plan, and organize workload effectively.
• Adapt quickly to changes in processes, systems, products, and customer requirements.
• Develop and maintain relevant domain knowledge.
• Communicate with customers in a polite, professional, and friendly manner at all times.
• Demonstrate patience, empathy, and a customer-first approach.
• Take ownership of tasks and ensure accuracy and completeness before closing customer requests.
• Work effectively in a high-volume and fast-paced environment while maintaining service quality.
• Follow established processes, policies, compliance requirements, and escalation procedures.

Required Skills

• Excellent verbal and written communication skills.
• Strong customer service and relationship-management skills.
• Good listening, questioning, and problem-solving abilities.
• Strong interpersonal skills with a polite and empathetic approach.
• Ability to handle difficult or challenging customer interactions professionally.
• Good organizational, prioritization, and time-management skills.
• Ability to work independently as well as collaboratively within a team.
• Ability to adapt to changing processes and business requirements.
• Good computer literacy and ability to work with multiple systems/applications.
• Ability to work effectively under pressure and meet quality and productivity targets.
• Willingness to work in rotational/flexible shifts.

Eligibility

• Education: Any Graduate / Any Degree
• Experience: 1–4 years
• Location: Hyderabad
• Shift: Flexible with rotational shifts

How to Apply:

Send your updated resume to**: [email protected]** or

WhatsApp to +91 8977526961

Please include the following in your email/WhatsApp:

Note: Interested and Relevant experienced candidates can apply ASAP.

• Full Name
• Contact Number
• Total Experience
• Relevant Experience
• Current CTC
• Expected CTC
• Notice Period

#CUSTMORESUPPORT #COMMUNICATIONSKILLS #VOICEPROCESS