Customer Services - Premier Associate

Job description

As a Premier Associate you'll deal exclusively with our Premier customers. You'll be the first voice they hear when they call in for help, so you'll need to make a favourable impression from the start to the end of every call. You will be responsible for responding to queries, investigating issues and generally seeking to exceed their expectations. This is telephone based work and you will work within one of our busy and dynamic contact centres, where every call brings the chance to excel.

Enjoy going the extra mile to provide a great level of service? Want the opportunity to progress your career with a global brand? These are just some of the things this role could mean for you.

HSBC offers a bespoke, personalised banking service for our high value (Premier) customers and we pride ourselves on being there for them with a 24/7/365 support network built in for when needed, including emergency services on a global scale.

An instinctive communicator with an innate sales talent, you'll always be listening out for the chance to add value to our customers and our business. You will thrive on spotting revenue-generating opportunities and seeing these through to conclusion.

As a Premier Associate it's about consistently high levels of service and energy, so we're looking for bright, attentive individuals who can hit the right note from the word go and make our Premier customers feel valued .

On a day-to-day basis, you'll take ownership of and resolve customers' enquiries, from opening an account or giving a balance to making an overseas payments or fund transfers.

Key responsibilities will include:

4 Listening to customers to identify and understand their needs

4 Identifying sales opportunities and seeking to provide the right solution to meet your customers

needs

4 Taking ownership to resolve a range of customer queries including Lost & Stolen, transfers,

Payments, complaints & emergency situations

4 Providing excellent service, going above and beyond customer's expectations on every single

call

4 Complying with the regulations and procedures that govern our business and products

The ideal candidate will be required to have:

4 Strong professional communication skills, both oral and written

4 Effective questioning techniques to establish customer needs quickly

4 A resilient attitude and self-motivation to achieve challenging targets

4 Good keyboard skills and be able to capture data accurately on a computer

4 A good eye for detail

4 A desire to learn about our products and services and keep knowledge up to date

4 A desire to work collaboratively with others in the interests of your team and wider business

4 An ability to remain calm and objective under pressure

4 Integrity and empathy

4 A preference to work with minimal supervision and take appropriate responsibility for your

actions

4 Experience of working in a flexible and dynamic environment and be able to work shifts

Desired profile

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