HSBC Group

Open positions: 5

Global Career Band: 7IC

Why join us? 

Initiates and answers inbound and/or outbound customer care calls in English or other languages to provide voice-based remote technical support to clients regarding technology products, systems, hardware, infrastructure, networks and/or connectivity | Typically refers to a prescribed process checklist to provide advice to clients within a defined time frame; based on response level, may refer unresolved issues to higher service levels | Maintains and updates records and databases in accordance with prescribed formats and system requirements of client organization | May specialize in premier or preferred client accounts

• Provide telephony support to CN/HK/MO in terms of HSBCnet technical issues as well as Payment information, and occasional email support.
• 9am-6pm, Monday to Friday, with occasional 9am-1pm Saturday on duty which will be compensated.
• Salary to align with the market price with other compensations.

The Opportunity:  

The GSC environment centers on the delivery of a highly professional Customer focused service with a continuous drive for improvement in terms of both service and cost effectiveness. The challenge of the business is to work under different parameters including multiple time zones, 24 hour flexi-shift, different systems, practices and processes and a uniqueness of work culture/environment inherited from the migrating countries. The nature of the services provided and the extent of the delivery of products for the various home Group companies (direct to Customers in many cases) are such that processing delays or errors will almost inevitably result in serious losses to the Group or poor customer service. The maintenance of a high level of internal control is essential to minimize these risks and maximize process security.

The Jobholder must also identify and explore opportunities/initiatives which would enhance the call centre contribution to the Bank’s business. In addition, the job holder is required to maintain an effective working relationship with various departments of the Bank to ensure that the Payment & HSBCnet teams in GZC supports the delivery of business objectives.

Creativity is required to solve operational and staff problems.  Clear understanding of the product, system design and operating rules of respective financial services and products is required.  Regular monitoring and constant reviewing of team performance is essential to ensure set service standards are met.  Logical thinking and fast but good judgement are required to handle demanding customers effectively.  The jobholder must speak fluent Cantonese in Hong Kong Style and be able to read Cantonese-translated English (not Pinyin).  The jobholder should also have a good understanding of Hong Kong economy and constantly catch up with the information of the environment or industry in Hong Kong.

The jobholder performs the daily call centre operations, ensuring the services delivered meet the service performance standards and within the guidelines of the Bank Instruction Manual, audit and compliance requirements and grasps every business opportunity.

To ensure highly responsive service, the jobholder is empowered with authority to deliver one-stop service without undue reference to his/her supervisors.

What you’ll do:     

• By aligning individual calls/contacts of Senior Financial Services Officer / Senior Financial Services Specialist / Financial Services Specialist to ensure accurate, timely and consistent replying Senior Financial Services Officer / Senior Financial Services Specialist / Financial Services Specialist and take preventive and corrective actions as appropriate.
• By organizing and analyzing team MI to support Manager Payment & HSBCnet teams in giving solutions and implementing improvements.
• By overseeing customer disputes and ensuring the provision of professional service to customers.
• By promoting awareness, understanding and practicing of quality service among staff.
• By actively reflecting operational weaknesses to management and making suggestions for productivity improvements.
• By assisting Manger to foster the spirit of an overall ‘HSBC servicing.
• By ensuring compliance of various legal/regulatory requirements, and ensuring the implementation of procedures at all time.

What you will need to succeed in the role:       

• Good interpersonal skill and able to communicate tactfully and confidently.
• Good time management skill. Mature with good interpersonal and communication skills.
• Through experience and attend relevant courses.   

What additional skills will be good to have?     

• Knowledge on call centre operations and systems.
• Through attainment of a degree at a recognized university or college.
• Good written skill, speak fluent Mandarin/Cantonese/English (30% e-mail written, 70% call role).

Please refer the Candidate User Guide in the below link to understand your own journey as a candidate.

https://hsbchrdirect.service-now.com/esc?id=kb_article&table=kb_knowledge&sysparm_article=KB0171483&sys_kb_id=4c793c401b7a1c509e15553a2d4bcb35  

You’ll achieve more at HSBC

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

***Issued by HSBC Electronic Data Processing (Guangdong) Ltd. GSC China***

(* The information contained in this job description is a true and accurate reflection of the job as specified.)