Customer Service Executive – GTU

Job description

Job description

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 organizations 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

·  To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified Performance Level Agreements (PLAs).
·  Responsible for relationship building and resolving customer queries / issues, account management in a professional manner.
·  Proactively develop understanding of the business and product area thus creating a knowledge base within the department
·  Contributing to positive and productive environment through openness, flexibility, positive attitude and  prompt reporting and escalation of issues and proper time management.
·  Perform activities as per the set quality standards and meet quality parameter defined in for the process. Work on feedback and ensure errors are not repeated.
·  Adhere to the compliance/ audit requirements set and communicated by the GSC management; keep the confidentiality of sensitive information of users; ensure breach of confidentiality is immediately bought to the attention of the line manager.
·  Refer to supervisor for deviation/s ‘or’ exceptions to procedures.
·  Should be an active team player.

Requirements

·  Review, collect and transmit supporting details to the Assistant Manager of Operations upon conclusion of review.
·  Adhere strictly to compliance and operational risk controls in accordance with Company and regulatory standards, policies and practices, report control weaknesses, compliance breaches and operational loss events.
·  Follow appropriate escalation matrix and proactively highlight questionable profiles based on logical reasoning against text-book approach towards procedures.
·  Provide a supporting role to onshore business partners.
·  Computer literate and ability to work on basic applications like MS Excel, MS Word and Outlook
·  Fluency in spoken and written English
·  Ability to be flexible and willing to change along with changes in corporate and department objectives in addition to recommending changes to assist in meeting these objectives.
·  Ability to balance quality and quantity (volumes) with primary focus on quality.

You’ll achieve more when you join HSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

  ***Issued by HSBC Electronic Data Processing (India) Private LTD***