Customer Service Executive - Bengaluru, India - HSBC

HSBC

Verified Company

Bengaluru, India

2 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Job description

Business:
GLCM Digital Operation

Open positions:1

Role Title:
Customer Service Executive (Non-Voice based processes)-GSC's

Global Career Band:8

Location:
Bangalore

Recruiter Name:
Jaisey Joseph

Why join us?

The Opportunity:

Acquire and update knowledge on procedures related to relevant process.
Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set.
Complete assigned tasks in the established timeframe as per the process benchmarks.
Ensure that the productivity and quality levels are achieved as per the standards sent for the process.
Proactively identify issues, if any, and escalate.
Work productively, professionally and demonstrate ways to improve customer service.
Assist line manager/supervisor with managing daytoday operations and support peers on process if needed.
Participate in team meeting / team activities and work towards sustaining team spirit
Provide service to customers by focusing on resolving requests efficiently, accurately, and professionally.
Defuse irate customers and resolve challenging inquiries utilising negotiation skills while following guidelines in an effort to satisfy the customer.
Demonstrate knowledge of features, benefits and procedures and take initiative to review daily process updates for defect free implementation
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.

What you'll do:

Meet targets on productivity and accuracy as per the targets and metrics defined for the process.
Instructions/requests to be correctly interpreted, understood and implemented.
Ensure that the process related procedures are implemented as per the process manuals.
Ensure that fraud/errors/irregular transactions (if any) are identified and escalated.
Issues/problems are effectively investigated and resolved or appropriately referred with recommendations
Acquire and update knowledge on procedures related to relevant processes
Maintain equipment, systems and general work environment in good condition, adhering to all appropriate procedures.
All data requirements (timesheets, leave requests, absence requests and ad hoc process information) is completed and updated in a timely manner

Management of Risk

To abide by the Group Compliance Policy by containing compliance risk in conjunction with the relevant Compliance Department.
The term compliance embraces all relevant laws, rules and codes with which the business has to