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Contact Center Agent
Job Information
Company: HSBC Bank Armenia CJSC Location: Armenia, Yerevan
Employment Type: Full Time Open Dates: 03-04-19 00:00 To 01-05-19 23:59
Category: Banking, Accounting, Financial Salary: Competitive
Experience: 1 year(s) Preferred Age: --------
Education: Bachelor Degree (BS) Preferred Gender: --------


Job Description
Contact Centre Agent

HSBC is one of the world’s leading banks, with a network covering 66 countries and territories. Our size and global reach mean we offer many ways for you to develop your career. We look for people who think, see and do things differently and who can represent and relate to our diverse global customer base. We want candidates who are motivated, curious, courageous, collaborative and dedicated.

We employ, develop and promote employees based on merit and provide a supportive and inclusive working environment. We want HSBC to be a place where everyone can be themselves and achieve their potential. Our aim is to have a diverse workforce so we can respond to the needs of our customers and develop better products and services.


Job Responsibilities
-Provide a range of suitable services and products to customers
-Accurately and promptly resolve customer queries and requests
-Effectively question and listen to customers to be able to fully understand their financial circumstances and needs
-Gain a comprehensive knowledge of HSBC products, services and organization structure, to be prepared to connect the customer with the right teams and colleagues where necessary
-Be prepared to help customers in understanding the variety of ways to bank (Internet, mobile, phone, ATM) that will best suit their needs
-Be proactive in attracting new customers
-Effectively collaborate with team members and other colleagues to ensure good customer experience and needs fulfillment
-Maintain up-to-date customer records
-Understand and continue to develop own knowledge of operational risk, legal and regulatory requirements and operating procedures and practices
-Process customer instructions and transactions accurately
-Treat all customers fairly


Required Qualifications
-Passion about continuously ensuring a superior customer experience
-Ability to consistently deliver a personalized, friendly and efficient customer service at all times
-Proficiency in providing a high quality telephone banking and internet/ mobile banking support services when interacting with customers over the phone
-Ability to provide fully comprehensive and professional information on Bank products, services and ongoing promotion campaigns
-Skills in making effective customer contact ensuring that customer issues are resolved
-Ability to handle and process customer telephone banking and internet/ mobile banking support services requests
-Strong communication/ negotiation skills which will enable him/ her to engage in effective conversations with customers over the phone and to build strong professional rapport
-Ability to maintain and develop knowledge of products and procedures and ensure that all inquiries are handled in line with internal policies and procedures and make sure regulatory requirements are fully met
-Confidence; drive; inner energy
-Experience of working with rules and regulations is preferable
-Ability to work independently and take responsibility for decisions and actions
-Excellent knowledge of Armenian and English languages


Application Procedure
To apply for this role, please send your full CV and Cover Letter to
vacancy.armenia@hsbc.com with the subject “Contact Centre Agent”. Application closing date: 01/05/2019.
Please, clearly mention that you have heard about this position from JobFinder.am career portal.


About Company
HSBC Bank Armenia was established as a Closed Joint Stock Company under the name Midland Armenia Bank J.S.C. in 1996 and has been renamed into HSBC Bank Armenia CJSC in 1999. The bank is a joint venture between the HSBC Group, which has a 70 percent ownership, and the members of overseas Armenian businesses with 30 percent ownership. HSBC Bank Armenia CJSC offers products and services to individuals, as well as to corporate customers in Armenia and abroad.




Additional Files
HSBC Job Application Form.xls  (Download)



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