HSBC Group

Open positions: 1

Global Career Band: 6IC

Why join us? 

Global Contact Centre Shared Ops China plays a vital role in maintaining HSBC’s reputation not just in Hong Kong but across the globe, wherever we have presence. We are providing best in class services to our customers, resolving their problems and providing financial solutions to meet their need while growing our business. We are also playing instrumental role in supporting customers to on board to Digital, which is in line with HSBC’s strategy of digitise at scale.       

The Opportunity:  

The role is responsible for ensuring all customer complaints are received and investigated, resolved or passed to the correct body, this may be internal or external.

Quality monitoring of banking products and services.

Analyze and make recommendations for bank services and product optimization.

Listen customer voice with heart, provide resolution and maintain customers’ loyalty to HASE.

What you’ll do:     

• To investigate and respond to Retail customer complaints and provide suitable resolutions.

• Seek ways to improve the effectiveness of customer's interactions with HSBC; thereby reducing the volume and severity of complaints.

• To identify and report complaints and other customer feedback trends which indicate where services or processes need review.

• Ensure customer complaints are escalated to senior management or regulatory bodies or HSBC group as appropriate, in line with policies.

• Complaint Handlers may be required to acquire knowledge of a product area and in some geographies, may need to hold specific certificates.

What you will need to succeed in the role:       

• Minimum of 3 years' experience in complaint handling.

• Strong self-motivation with excellent communication, negotiation and interpersonal skills.

• Strong analytical, Problem solving and Decision making skills.

• Must be detail conscious and able to work independently under pressure.

• Strong spoken and written skill for both English and Chinese.

• High level of customer centricity mindset with dedication to deliver exceptional quality services for customers.

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.)