Handles medium complexity customer contacts in a contact centre environment typically on multiple products and or propositions and has the required certifications to handle customers (i.e. Advance, PIB). Provides high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible. Listens to the customer and establishes needs to offer relevant products. Takes ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution. Responsible for achieving individual key performance indicators whilst maintaining quality and compliance.
为客户提供专业的电话呼叫中心营运支持，主要通过电话与客户联系，解答、处理客人的问题或者联系客人提供服务和产品介绍。提供服务函盖多个银行业务范围，包括信用卡服务、综合理财、工商业务、电话理财销售、诈骗管理等。

1. Handles contacts with our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer’s issues at first contact where possible.
2. Delivers what is promised in line with customer expectations
3. Offers value added products and services based on customer needs analysis and ensures customer understanding of those products

1. 日常工作包括通过电话联系客户或相关部门获取资料信息，进行客户筛选及风险评估；
2. 建立与保持良好的客户关系并改善客户服务质素；
3. 按规定时间完成分配的任务，紧跟公司程序监控工作流程。

1. Must have education standard to at least high school diploma and be of a legal working age.
2. Must be proficient in language(s) required by the process.
3. Open to working flexible shifting schedules.
4. Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development.
5. Takes pride in delivering what is promised in line with the customer and service expectations.
6. Wants to do a good job,is concerned about getting it right for the customer and checks everything is in order.
7. Ability to work in a high-volume, fast paced environment is required.
8. Proficiency with personal computers and basic software packages and specialised applications.
9. Excellent communication skills and is polite and friendly at all times.
10. Displays patience and empathy.