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