HSBC Group

Business: Contact Centres Utility

Open positions:1

Role Title: CC Voice Inbound Agent GSC’s

Global Career Band: 8

Location (Country / City ): India/Bangalore

Recruiter Name : Sumana P

The Opportunity:

• 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.
• The team caters to CMB customers of HSBC and provides service and support for the customer digital lifecycle across Channels, GTRF, and HSS products. It spans across 5 Global Service Centers (Bangalore, Hyderabad, Guangzhou, Cairo and Mexico).
• The CMB CDD Helpdesk in GSC Bangalore & Cairo provides assistance by liaising with commercial customers to assist them on their remediation journey, by utilizing different channels (mainly inbound and outbound calling) to support the customers aligned with the UK CMB Customer Due Diligence (CDD) Remediation programme. Aside from the customer we work closely with other upstream teams who may require more details surrounding the customers and aligned with KYC process.

What you’ll do:

Principal Accountabilities and Responsibilities

• Strong negotiation and influencing skills with the ability to manage difficult conversations with challenging customers including handling complaints.
• Basic knowledge and understanding of compliance and audit standards; the ability to assess risks in accordance to the different type of customers.
• Ability to work under pressure, prioritise work accordingly to meet tight deadlines while meeting the required Service Level Agreements and ensuring efficiency.
• Strong verbal and written communication skills and committed to enhance customer experience through exceptional customer service.
• Ability to be flexible, manage priorities whilst remaining calm under pressure, have the drive and resilience with a “can do” attitude.
• Attention to detail.  
• Ability to multi-task, depending on the criticality of the tasks.  
• Self-motivated and should be able to work under minimal supervision. 
• Good team player 
• Flexibility to work in different shifts.
• Quick Learner 

What you will need to succeed in the role:

Functional Knowledge

• Must have minimum 2 years of Customer service / Helpdesk experience.
• Must have education standard to at least high school diploma and be of a legal working age
• All applicants must have successfully completed their probation period
• All applicants must have a minimum performance rating of Good and behavior rating of Good in the last two appraisals.
• All applicants should have served at least 18 months in their current functional role and department company.
• Application form should be copied to respective Line Manager
• Have not been previously declined for the same post within the last 3 months on the date of submission of their application.
• Have not been on ANY form of Corrective Action within the last 6 months from the date of application.
• Must be proficient in English (Written/Spoken) 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.
• 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 polite and friendly at all times
• Displays patience and empathy.
• Flexibility to work shifts.

Others

• Participate in development of cohesive teams. 
• Foster development of co-workers 
• Contribute to the creation of a supportive work environment driven by people centric values. 
• Build professional relationships with colleagues in other areas. 
• Acquire and update knowledge on procedures related to relevant processes.
• All data requirements (timesheets, leave requests, absence requests and ad hoc process information) is completed and updated in a timely manner.
• Work productively, professionally and demonstrate ways to improve 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.

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***