HSBC Group

Business: Business Client Services 

Open positions:1

Role Title: Associate – Business Client Services GSC’s

Global Career Band: 8

Location (Country / City ): India/Bangalore

Recruiter Name : Chiransha Gupta

Why join us?

HSBC Technology and Services

• HSBC Technology and Services is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency.

Global Service Delivery

• Global Service Delivery is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification, and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level.

Purpose of Department

• GLCM Digital Operations supports 50+ countries on e-Channels such as HSBCnet, and Connect off six +locations (Bangalore, Hyderabad, Taikoo Hui, Krakow, Mexico City, Kuala Lumpur and Cairo). Functional and operational support provided to the business covers end to end journey of the customers’ digital experience and is of varied complexity covering Contact Centers, General Processing and Project-Based Teams such as testing, implementation etc.
• The GBB Client Servicing Helpdesk in GSC Bangalore & Hyderabad provides general knowledge, technical and consultancy support on generic product-related queries to Business Banking customers (turnover below US$6.5) from Canada, USA, India at first. The scope for the team will expand in 2022 to more markets.

The Opportunity:

• Working in a contact centre environment handling multiple customer queries from our customers typically on multiple products and or propositions
• Providing quality customer service over the phone to resolve customer enquiries at a high level of customer satisfaction.
• Ability to interpret and handle complex customer enquiries to establish their needs and offer relevant products, service and solutions.
• Taking ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution.
• Responsible for achieving individual key performance indicators and development whilst maintaining appropriate operational risk control and compliance in all activities.
• Advising, communicating, empathizing, resolving conflict and responding sensitively to clients
• Responsible for ensuring resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction
• Recognize and adjust support approach to accommodate all levels of customer’s experience.
• Communicate positively with team members, customers, and other partners.
• Provide service to customers by focusing on resolving requests efficiently, accurately, and professionally.
• Direct customer queries to the relevant team thus providing best customer service.
• Assist line manager/supervisor with managing day-to-day operations and support peers on process if needed.
• Participate in team meeting / team activities and work towards sustaining team spirit.
• Defuse irate customers and resolve challenging inquiries utilising negotiation skills while following guidelines to satisfy the customer.

What you’ll do:

Impact on the Business

• Answer calls from our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer’s issues at first contact where possible.
• Delivers what is promised in line with customer expectations.
• Offers value added products and services based on customer needs analysis and ensures customer understanding of those products.

Customers / Stakeholders

• Provides excellent customer service to basic inbound customer calls/chats by keeping up to date on training and internal communications.
• Generating customer loyalty through strong knowledge of key products and services
• Owns and resolves issues and understands how and when to escalate.

Operational Effectiveness & Control 

• Knowledge of and implementation of the Group compliance policy, Operational Risk and SOX
• Maintains HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external 'regulators' .

What you will need to succeed in the role:

• We are currently looking for dedicated professionals to join our Customer Service teams. Banking and Contact Centre experience are not essential. What we’re really interested in is a genuine passion for going above-and-beyond for our customers on calls & everything else we can teach you
• Minimum 6 months of Customer service / Helpdesk experience (essential).
• Must be proficient in English (Written/Verbal) with good typing skills.
• Open to working flexible shifting schedules.
• Must be flexible, customer centric and can thrive in a team environment seeking feedback and open to development.
• Takes pride in delivering what is promised in line with the customer and service expectations.
• Wants to do a good job, is concerned about getting it right for the customer and checks everything is in order.
• Ability to work in a high-volume, fast paced environment is required.
• Proficiency with personal computers and basic software packages and specialised applications
• Excellent verbal and written communication skills and is always polite and friendly.
• Displays patience and empathy.
• Flexibility to work in shifts.

What additional skills will be good to have?

• Ability to build rapport with people.
• Ability to maintain focus while working with voluminous data.
• Ability to write business letters and reports

Link to Candidate User Guide:

https://hsbchrdirect.service-now.com/nav_to.do?uri=%2Fhrsp%3Fid%3Dkb_article_preview%26sys_id%3D0c6b11641b6a9810cec0553a2d4bcb2a

(Or)

Go to the below link and type “IND GSC : IJP Applicant User Guide” in search bar. https://hsbchrdirect.service-now.com/hrsp?id=hrdirect_employee_dashboard

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 (India) Private LTD***