Customer Experience Management

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Role Overview:

We are seeking dynamic and Customer Experience Specialist to join our Customer Experience.  In this role you will be responsible for ensuring our customer receive exceptional service and have a seamless, positive experience throughout their journey with us. The ideal candidate should have a strong communication skills, a passion to support and help others, drive stakeholders to ensure that complaints are resolved within defined SLA’s , drive  to improve processes and thereby leading to greater customer satisfaction.  The candidate should have knowledge of banking products and services.

The key responsibilities and skills associated with this job are :

Meeting of key customer experience targets  metrics for India – Ensure that India achieves key complaint metrics like First Contact Resolution (FCR)/ Resolved with 5 business days (5BD) defined globally for the market.

Customer Interactions/Stakeholder Management – Act as the main contact across for all channels to ensure that complaints are resolved with the defined TAT of the Bank and responsible for implementation of all complaint closures. Wherever required speak to customer’s and resolve issues.

MIS tracking and oversight – Provide management and channels/stakeholders with MIS/information on Resolution rates, FCR, 5BD & adherence to internal define TAT’s

Process improvement – Collaborate with different departments to enhance overall customer experience by improving processes of the Bank so that complaints can be resolved at the first contact point effectively.

 The candidate should have knowledge of banking products and services, strong communication skills to effectively deal with stakeholders (including customer’s), ability to resolve problems and a deep focus on delivering positive experience. 

Additional Information The tenure of the Apprentice will be 1 (one) year as defined under Apprentices Act, 1961 and Apprenticeship Rules 1992 amended from time to time.All Apprentices engaged by the Bank will also be featured in NATS portal as an ‘Apprentice’. By virtue of them being covered under the provisions of the Act, a candidate profile will be created for each apprentice in the NATS portal, which will be available to them for viewing.On completion of the one-year Apprenticeship tenure, a Certificate of Proficiency will be issued to the apprentice by the Govt. of India, as applicable under the Act and the enrollment under the Apprenticeship Act will cease.All other clauses regarding the tenure of engagement as an Apprentice with HSBC will stand as mentioned in the offer letter issued by the Bank at the time of joining.

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