Job Openings Contact Centre

About the job Contact Centre

  • Handling enquiries from HSBC consumers such as Credit Limit, Balance Transfer in a shift rotational pattern. 
  • Responsible for building rapport and relationship with the customer in a professional manner. 
  • To take ownership and initiative to complete customers follow up or direct the customer to the appropriate department for resolution.
  • Ability to process customer queries as per process requirement.
  • Ability to provide First Contact Resolution to the customer
  • To meet all the PLA/KPI target & stretch target 
  • Ability to provide a good customer service experience to all external & Internal customers. 
  • Achieve/Exceed customer satisfaction score 
  • Take ownership in self’s performance by working on the AODS through the One To One/Coaching feedbacks 
  • Comply to the verification procedure 
  • Keep abreast on the procedural changes to avoid procedural breach
  • Minimize error and reworks within specified time 
  • Adhere to Real Time Adherence