HSBC Group

Open positions: 1

Global Career Band: 8

Why join us? 

The role is operates within a CMB Contact Centre. Provides excellent customer service and certified to handle multiple propositions (i.e Advance) or multiple products (i.e. core banking, business internet banking, payment, Cards)

客户客服組负责处理关于香港汇丰工商金融业务，内容包括一般賬戶查詢、网上理财、付款和信用卡。 

The Opportunity:  

Handles medium complexity customer contacts in a contact centre environment typically on multiple products and or propositions and has the required certifications to handle customers (i.e. Advance, PIB).  Provides high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible. 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.

为客户提供专业的电话呼叫中心营运支持，主要通过电话与客户联系，解答、处理客人的问题或者联系客人提供服务和产品介绍。提供服务函盖多个银行业务范围，包括信用卡服务、综合理财、工商业务、电话理财销售、诈骗管理等。

What you’ll do:     

Impact on the Business

• Handles 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.

• 日常工作包括通过电话联系客户或相关部门获取资料信息，进行客户筛选及风险评估；

• 建立与保持良好的客户关系并改善客户服务质素；

• 按规定时间完成分配的任务，紧跟公司程序监控工作流程。

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.

• 大学本科以上及1年以上金融或会计相关工作经验;

• 熟悉金融工具或投资相关的产品和术语以及基金的运营服务;

• 具备良好的中英文阅读及写作能力;

• 掌握基本的计算机技能（例如微软办公软件），打字速度快;

• 口齿清晰，粤语，普通话及英语流利，有较强的沟通能力;

• 能对客户的疑难问题展开调查并解决，或根据情况提出合理方案，向客户提供专业及优质的服务;

• 恪守汇丰集团的合规要求和环球标准，具备高度责任感。

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.)