About the Job
The customer service executive will be responsible for handling inbound customer calls for the process. The role requires providing prompt and professional assistance to customers, resolving queries, and maintaining high service standards. The candidate should also be able to identify customer needs and perform upselling wherever applicable.Key Responsibilities:
1. Handle inbound calls from HSBC customers and provide accurate information on banking products, account queries, and general assistance
2. Listen to customer queries patiently, troubleshoot basic issues, and deliver effective solutions within defined timelines
3. Identify sales opportunities during service calls and upsell relevant banking products or services
4. Maintain high customer satisfaction by demonstrating strong communication, empathy, and problem-solving skills
5. Follow standard operating procedures, compliance guidelines, and quality parameters defined by the bank
6. Update customer records accurately in the system after every interaction
7. Achieve performance targets related to call quality, upsell numbers, customer satisfaction, and adherence metrics
8. Escalate complex customer issues to the relevant departments and ensure timely follow-ups
9. Participate in training sessions, refreshers, and performance reviews to maintain product and process knowledge
10. Maintain discipline in shift adherence, roster schedules, and attendance as per organisational standards
Number of Openings
15 openingsPerks of this Jobs
Informal dress code Health insurance Life insurance
Skills
Interpersonal skills, Effective Communication
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