Digital Channels Support

Description

Job Summary: Represent the institution in its telephone service, delivering first-contact solutions and high-quality personalized service to exceed customer and business expectations. Key Highlights: 1. Telephone service focused on customer satisfaction. 2. Opportunities to identify improvements and generate proposals. 3. An inclusive culture with equal opportunities and labor rights. **Telephone Analyst – Service and Sales** Represent the institution in its telephone service, establishing an effective communication channel with our customers to provide first-contact resolution for their explicit and implicit needs, delivering personalized and specialized service with a high quality standard to exceed customer and business expectations. **Key Responsibilities** * Achieve targets for each of the business's key performance indicators. * Exceed customer expectations by consistently providing clear, effective, and respectful guidance aligned with their needs, demonstrating a strong service orientation. * Ensure high efficiency in executed processes with meticulous attention to detail, minimizing operational errors. * Maintain up-to-date knowledge and proficiency in business processes, services, and access channel changes. **Leadership and Teamwork** * Encourage and promote a respectful environment with peers and leaders. * Identify improvement opportunities and/or contingencies to report to the direct leader. * Generate proposals for process and/or service improvements. Qualifications \- External **Functional Knowledge** * Knowledge of the bank’s products and services. * Proficiency in institutional systems. * Proficiency in Microsoft Office suite (Basic). **Other** * Analytical ability. * Results-oriented mindset. * Assertive communication and fluency in speech. * Excellent customer service. At HSBC, we expect our people to treat one another with dignity and respect, fostering an inclusive culture that promotes equal opportunity. Our values define who we are as an organization and what sets us apart: we value differences, advance together, take responsibility for our actions, exercise sound judgment, do the right thing, and make things happen. At HSBC, we are committed to ensuring gender equality and providing continuous training for our employees, as well as protecting their labor and social rights. We want you to join our team! Discover what it’s like to work with us!" **https://youtu.be/zjrWwmYbXqo**