SYKES is now a part of Sitel Group®, one of the largest global providers of customer experience (CX) products and solutions. With 160,000 people around the globe, in 40 countries – working from home or from one of our customer experience (CX) hubs – we securely connect best-loved brands with their customers every day in 50+ languages.
English Speaking Outbound Customer Service Advisor – Financial Services
PURPOSE:
To provide a professional outbound service to company points of contact to discuss product satisfaction, self-service application usage and to optimise expenditure on client product. In turn you will hand warm sales leads to HSBC.
For the Optimisation team we currently operate 8am – 10pm Monday to Sunday, but please keep in mind business needs can change and in turn so can the shift patterns you will be required to work.
What we can offer you...
- 40 hours contract
- 4 weeks training consisting of classroom style courses and side-by-side with an experienced Customer Service Representative
- Perks: employee benefits scheme that works with the best UK retailers
- Learning and Development courses
- Career opportunities within the account
Within HSBC, we adhere to a secure area policy. This means that no paper, pens or electronic devices (incl. mobile phones) are allowed on the floor, but don’t worry, we will provide you with your own locker to store your belongings. If you feel you would like to be part of this team and you are ready to show your best talents, please apply for this role:
RESPONSIBILITIES AND END RESULTS
- Researching and reviewing company expenditure and usage of self-service tool known as MiVision.
- Working closely with HSBC Regional Sales Managers to discuss each individual client and how best to support them.
- Outbound calling to identify customer’s needs and potential opportunities, passing warm sales leads back to HSBC.
- Providing general product information.
- Promoting the benefits of MiVision and the self-service options it can fulfil.
- Dealing with enquiries related to the client’s product range, whilst providing a high standard of service.
- Working closely with the HSBC Corporate Cards team in SYKES if follow up is required.
- To develop and maintain a full technical knowledge of client products and services.
- To deal with all correspondence as requested/required.
- Diarising and logging of all calls accurately to ensure follow up calls are completed as and when needed.
Planning and Organising
- Post holders will be expected to organise and schedule administration and call activities on a daily, weekly and recurring basis.
Decision Making
- Post holders will have to advise customers of the most appropriate options/solution.
- Post holders will have to use their own initiative to decide if a problem/query should be escalated.
Supervision
- Minimum supervision is required but is readily available.
- On a regular basis, calls are monitored to provide information relating to the individual’s performance.
Communication
- With customers of the client who work closely with and utilise their product.
- With HSBC Sales Managers and client contacts to discuss call outputs.
- With the team for advice and consultation.
- Supervisor to pass on information regarding a customer
EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED
Full details of both pre and post training minimum skills are held within the department. Pre-recruitment experience, knowledge and skills required are:
- Fluent in English
- Previous experience in customer service, preferably in the financial industry
- Computer literate: Word-processing, Excel, internet and general systems usage
- Ability to work under pressure, detail oriented and flexible
- Strong interpersonal, communication and customer service skills
- Initiative, ability to multitask and prioritise
- Experience in cards business or an interest in financial matters highly valued, although not essential
- Sense of urgency and responsibility required
- Problem solving and conflict resolution
- Effectively prioritise time & manage work to deadlines
- Take ownership of issues and liaise with the client and internal Operations to resolve
- Ability to work in a pressured environment and multi-task is essential
- Must be proactive and prepared to investigate issues off own initiative with the minimum of information.
- Excellent communication skills & ability to communicate at all levels Self-motivated and demonstrate high level of initiative
- Display a high level of attention to detail
Subject to Disclosure Scotland and credit check
Learn, Lead & Grow at Sitel Group®!
We believe experiences are everything, and that happy associates are successful ones. That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves.
As we move forward with candidates’ applications while simultaneously working toward a full integration with Sitel Group, candidates may see some communications come from Sitel Group as well as SYKES. While our company name is changing, rest assured that we are still offering award-winning culture built on 40+ years of industry-leading experience and commitment to improving the employee experience.