CUSTOMER SERVICE EXECUTIVE

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 62 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Customer Service Executive

Principal responsibilities

• Ensure that the productivity and quality levels are achieved as per process and CoE targets. 
• Proactively identify issues, if any, and escalate.
• Provide service to customers by focusing on resolving requests efficiently, accurately, and professionally.
• Defuse irate customers and resolve challenging inquiries utilizing negotiation skills while following guidelines to satisfy the customer.
• Demonstrate knowledge of features, benefits and procedures and take initiative to review daily process updates.
• To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
• Issues/problems are effectively investigated and resolved or appropriately referred with recommendations.
• Maintain equipment, systems, and general work environment in good condition, adhering to all appropriate procedures.
• Receive/make calls from/to customers (internal/ external) 
• Process customer instructions accurately to achieve agreed quality standards and targets.
• Act effectively on customer feedback.
• Proactively escalate to the Line Management for any issues / transactions that would impact service delivery or potential loss to the bank
• Respond to mails/queries related to process timely with a cc to the Line Manage