Trained to handle contacts from customers across multiple products and propositions and has career progressed into a specialist role within the contact centre such as but not limited to call escalations, customer retention, high value sales which require specialty underwriting and/or accreditation skills. Provides high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact and mentors peers to achieve the same. 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.
经过培训，能够处理来自多个金融业务和不同主要业务的客户沟通，并在Contact Centre担任专业角色。如但不限于电话呼叫升级、客户意见保留、高价值销售等也需要专业技能掌握和责任心。
提供高质量的服务，以达到最大的客户满意度，解决客户的查询。倾听客户需求并确定提供相关业务需求。
主动完成需要的调查和客户追踪，或负责人地引导客户找到对应的部门解决需求。在保证质量和合规性的同事，实现个人的绩效指标。

1. Deals with 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. 以礼貌友好的方式处理与汇丰客户的联系，培养客户的信心；
2. 尽可能在第一时间解决客户问题；
3. 提供客户基本需求查询业务，并确保客户清晰了解该业务。

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.
11. A knowledge expert who has the ablity to teach/mentor others.