HSBC Group

If you’re looking for a career where you can make a real impression, join our Global Service Center (GSC)- HSBC and discover how valued you’ll be.

We are currently seeking an experienced professional to join our team in the role of
People Contact Center Specialist 

Role purpose

• Use a professional and employee-focused approach to handle inquiries; ensure a quality customer experience by using soft skills and empathy to diffuse difficult situations; ensure excellent verbal and written communication skills are exercised at all times

•  Handle multi-country and multi-product inquiries with accuracy and confidence

• Help customers navigate through Tier 0 (self-service) tools and functionality

• Understand scope of services and escalate to tier 2 when appropriate

Main activities: 

• Use a professional and employee-focused approach to handle inquiries; ensure a quality customer experience by using soft skills and empathy to diffuse difficult situations; ensure excellent verbal and written communication skills are exercised at all times

• Handle multi-country and multi-product inquiries with accuracy and confidence

• Help customers navigate through Tier 0 (self-service) tools and functionality

• Understand scope of services and escalate to tier 2 when appropriate

• Demonstrate a consultative approach and build effective relationships with peers and other HR professionals

• Act as a role model for HSBC values and demonstrate the highest level of personal and ethical behavior

• Seek feedback from customers and stakeholders on a regular basis in order to develop more effective solutions

• Mentor new joiners

What additional skills will be good to have?

• 2+ years customer service and/or call center experience

• 1+ years Human Resources Contact Center experience or equivalent is an advantage but not required

• Must be proficient in language(s) required by the process

• Open to working flexible shifting schedules

• Must be customer focused and have the ability to thrive in a team environment seeking feedback and open to development

• Ability to work in a high-volume, fast paced environment is required

• Proficiency with personal computers and basic software packages and specialised applications

• Peoplesoft experience preferred

• Excellent verbal and written communication skills

Desirable

• Financial Services (or Professional Services) background

• Experience of managing the people aspects of change programmes. 

You’ll achieve more when you join HSBC!

At HSBC we offer our colleagues a greater number of days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and care

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 (México) Private LTD***