UK Contact center

We are currently seeking an experienced professional to join our team in the role of UKCS Agent Principal.

Responsibilities:

• Answer phone calls from 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 ensure customer understanding of those products.
• Provide excellent customer service to basic inbound customer calls by keeping up to date on training and internal communications.
• Generate customer loyalty through strong knowledge of key products and services.
• Own and resolve issues and understand how and when to escalate.
• Act 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.
• Maintain HSBC internal control standards.
• Be aware of all elements of Operational Risk associated with the role in compliance with SOX for contact centres.

Requirements:

• University graduate in any discipline.
• Proficient language(s) required by the process.
• Open to working flexible shifting schedules.
• Flexible, customer-centric, and able to thrive in a team environment seeking feedback and open to development.
• Ability to work in a high-volume, fast-paced environment.
• Proficiency with personal computers and basic software packages and specialised applications.
• Excellent communication skills and polite and friendly at all times.
• Display patience and empathy.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised. The chosen candidate for this role will be required to undergo enhanced vetting.