Senior Associate - GBB Client Servicing

As a Senior Associate - GBB Client Servicing at HSBC, your role will involve working in a contact centre environment where you will handle multiple customer queries across various products and propositions. Your responsibilities will include: - Providing quality customer service over the phone or digital channels to resolve customer enquiries with a high level of customer satisfaction. - Capable of multitasking, handling multiple customers simultaneously and using multiple applications at the same time. - Interpreting and handling complex customer enquiries to understand their needs and offering relevant products, services, and solutions. - Taking ownership and initiative to complete necessary research, follow up with customers, or direct them to the appropriate department for resolution. - Achieving individual key performance indicators while maintaining operational risk control and compliance in all activities. - Ensuring timely resolution of customer queries while maintaining the highest level of quality support in every customer interaction. - Directing customer queries to the relevant team to provide the best customer service and assisting the line manager/supervisor with day-to-day operations. - Providing excellent customer service to inbound customer calls/chats by staying updated on training and internal communications. Requirements for this role include: - Participating in team meetings/activities and working towards sustaining team spirit. - Defusing irate customers and resolving challenging inquiries using negotiation skills while following guidelines to satisfy the customer with the best resolution. - Being flexible to different shifts, rotational shifts, and week offs. - Quickly learning the process and working independently/with minimal support. - Being willing to be multiskilled and move channels based on business requirements. - Adapting to a dynamic working environment and managing complex queries. - Being open to feedback and changes. - Recognizing and adjusting support approach to accommodate all levels of customer experience. Join HSBC and make a real impact in the banking and financial services industry. Personal data held by the Bank relating to employment applications will be used in accordance with the Privacy Statement available on the website of HSBC Electronic Data Processing (India) Private LTD.,