Contact Centre Shared Services Representative

In This Role

• Answer (or make) phone calls to HSBC customers in a polite, friendly manner, instilling confidence and resolving customer issues at first contact where possible.
• Deliver what is promised in line with customer expectations.
• Offer value‑added products and services based on customer‑needs analysis, ensuring clear customer understanding.
• Provide excellent customer service on inbound calls, staying current on training and internal communications.
• Generate customer loyalty through strong knowledge of key products and services.
• Own and resolve issues, knowing when and how to escalations.
• Act as a role model for HSBC Group values and behaviours (Open, Connected, Dependable), supporting colleagues and customers to deliver superior service.
• Show respect for diversity within the team.
• Apply Group compliance, Operational Risk and SOX requirements for contact centre operations.
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