Contact Center Representative

About Protiviti

Protiviti is an international consulting firm delivering expert solutions in finance, technology, operations, data analytics, governance, risk, and internal audit. Operating across more than 70 offices in over 20 countries, the firm has proudly partnered with over 60% of Fortune 1000 and 35% of Fortune Global 500 companies. Protiviti also supports emerging businesses and government entities. It is a wholly owned subsidiary of Robert Half, a long-established S&P 500 listed company with staffing and consulting offices worldwide.

Role Responsibilities

• Handle inbound and outbound phone calls and emails from HSBC customers courteously, aiming to provide prompt issue resolution at first contact where feasible.
• Ensure delivery in line with customer expectations by honoring commitments made.
• Assess customer needs to offer relevant products and services and facilitate customer understanding of these offerings.
• Maintain up-to-date knowledge through training and internal communication to provide excellent service during basic inbound calls.
• Foster customer loyalty by demonstrating thorough knowledge of key products and services.
• Take ownership of issue resolution and escalate matters appropriately when necessary.
• Exemplify company values and behaviors by supporting colleagues and customers to achieve superior service.
• Promote diversity and inclusion within the team environment.

Candidate Requirements

• Strong understanding of quality standards and customer satisfaction metrics applicable to contact center operations.
• Proficient in email communication and verbal interaction skills.
• Effective in prioritizing, planning, and organizing tasks.
• Adaptable to change with flexibility in work approach.
• Relevant domain knowledge is essential.
• Consistently polite and friendly communication style.
• Demonstrates patience and empathy towards customers.
• Highly motivated to perform well and attentive to accuracy in customer service tasks.
• Capable of thriving in a dynamic, high-volume work environment.

Additional Eligibility Criteria and Terms

• Applicants must have successfully completed probation period.
• Minimum performance rating of 'Good' and behavioral rating of 'Strong' in previous two appraisals are mandatory.
• Applicants at levels L7 and L8 need at least 18 months tenure and completion of learning curves in their current role by application closing date.
• Submission of application form along with current CV is required.
• Applicants should notify their line managers regarding their application.
• Completed applications must be submitted before the specified closing date.
• Applicants must have no ongoing corrective or disciplinary actions in the last 6 months or performance-related actions as of the application date.
• The company holds the discretion to modify employment terms or conduct rules, communicated internally to employees as necessary.