Customer Service Executive - JobzEG

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الثلاثاء، 8 يونيو 2021

Customer Service Executive

 Customer Service Executive – GLCM-Excellent to Fluent English speakers only



Principal Accountabilities


Key activities and decision making areas


      Impact on the Business


Ensure that the productivity and quality levels are achieved as per the standards sent for the process.

Proactively identify issues, if any, and escalate.

Provide service to customers by focusing on resolving requests efficiently, accurately, and professionally.

Defuse irate customers and resolve challenging inquiries utilising negotiation skills while following guidelines in an effort to satisfy the customer.

Demonstrate knowledge of features, benefits and procedures and take initiative to review daily process updates for defect free implementation.

To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.

Issues/problems are effectively investigated and resolved or appropriately referred with recommendations

Maintain equipment, systems and general work environment in good condition, adhering to all appropriate procedures.



    Customers  (External/ Internal)



Receive/make calls from/to customers (internal/ external) 

Process customer instructions accurately to achieve agreed quality standards and targets (as amended or notified from time to time) on all the processes worked

Act effectively on all customer feedback

Proactively escalate to the Line Management any issues / transactions that would impact service delivery or potential loss to the bank

Respond to mails/queries related to process timely with a cc to the Line Manager

Ensure no Ops Losses (Actual, Potential or Near Misses) are incurred due to the errors made



    Impact on process


Meet targets on productivity and accuracy as per the targets and metrics defined for the process.

Instructions/requests to be correctly interpreted, understood and implemented. 

Ensure that the process related procedures are implemented as per the process manuals.

Ensure that fraud/errors/irregular transactions (if any) are identified and escalated.

Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set. 

Work well independently; complete assigned tasks in the established timeframe as per the process benchmarks.

 

    Other Responsibilities



Participate in development of cohesive teams  

Foster development of co-workers 

Contribute to the creation of a supportive work environment driven by people centric values 

Build professional relationships with colleagues in other areas 

Acquire and update knowledge on procedures related to relevant processes

All data requirements (timesheets, leave requests, absence requests and ad hoc process information) is completed and updated in a timely manner

Work productively, professionally and demonstrate ways to improve customer service. 

Assist line manager/supervisor with managing day-to-day operations and support peers on process if needed.

Participate in team meeting / team activities and work towards sustaining team spirit.














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