HSBC Group

Open positions:    1

Global Career Band:    6IC

Why join us? 

The role operates within a AMH CMB Contact Centre and interacts with HSBC local and international customers, the post holder must have the ability to deal with different process, different countries, where applicable, and different customer attitudes and requests on a daily basis.     

The Opportunity:  

Trained to handle contacts from customers across multiple products and propositions and has career progressed into a specialist role within the contact centre such as but not limited to call escalations, customer retention, high value sales which require specialty underwriting and/or accreditation skills.   Provides high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact and mentors peers to achieve the same. Listens to the customer and establishes needs to offer relevant products. Takes 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 whilst maintaining quality and compliance. 

What you’ll do:     

Impact on the Business

• Deals with contacts with 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.

What you will need to succeed in the role:       

• Must have education standard to at least high school diploma and be of a legal working age.

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

• Open to working flexible shifting schedules.

• Must be flexible, customer centric and have the ability to 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 communication skills and is polite and friendly at all times.

• Displays patience and empathy.

• A knowledge expert who has the ablity to teach/mentor others.

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=KB0184596&sys_kb_id=712b5f041b1f82908d3a0fe7ec4bcbd6

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.)