Contact Centre Service & Sales Representative, Outbound (Telesales) (190428)

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

Qualifications

• Bachelor's Degree in any major

• Proficient in Vietnamese. Good English is an advantage

• Sales-oriented, 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

• Excellent communication skills

• 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

• Proficient with computer and Microsoft Office skills

• Display patience and empathy