Bilingual Customer Experience Contact Center Senior Agent
HSBC
- Azcapotzalco, D.F.
- Permanente
- Tiempo completo
- Deposit
- Credit Card
- Select Credit
- ATM / Debit Card
- Online Banking (inclusive of token queries)
- Installment Loan
- Security Services
- Answer inbound telephone inquiries from new potential customers and provide the required information as outlined in the guidelines set by Service Recipient in the relevant policies and procedures for the region and service.
- Respond to and fulfill existing customer service and account queries and shall record the query and outcome, including any account updates, on the relevant system.
- Recommend products and services to meet customers’ needs based upon the relevant policies and procedures for the region and service set by the Service Recipient.
- Refer queries that cannot be resolved on the initial phone call to the relevant department, either by transferring the phone call directly or by using internal messaging systems to prompt a customer call-back from the relevant department, based upon the relevant policies and procedures for the region and service set by the Service Recipient.
- Document customer complaints in the relevant system based upon relevant policies and procedures for the region and service set by the Service Recipient. Escalate complaints where required, in accordance with the Service Recipient’s local complaint escalation procedures.
- Monitor customer interactions for quality and policy/procedure adherence
- Bachelor’s degree in Economic – Administrative areas
- Advanced level of written and spoken English.
- Experience in Contact Center focused in customer experience 6 months – 1 year
- Experience in Banking Operations (desirable)
- Knowledge on customer service