Job Advert Details
Business: AU PREMIER BANKING SERVICES
Open positions: 25
Role Title: CCSS Customer Service Representative
Global Career Band:8
Location: Quezon City, Philippines
Recruiter Name : Jamie Bellosillo Almendrala
Why join us?
HBAU Contact Center demands the delivery of a highly professional customer focused service with a continuous drive for improvement in terms of both service and operational excellence. The department is located in Quezon City, servicing Wealth and Personal Banking customers in the Australian market.
Being part of ASP Contact Centre and servicing one of the highest revenue generating Australian market, the process has several support functions performed by teams such the Training Team, Quality Team, D&CC, Site Admin and Engagement and Culture Team to support CCSS Representatives in achieving business key priorities and in cascading relevant changes and updates on how HSBC Australia performs and conducts its Business.
The Opportunity:
Receives general inbound customer calls in a contact centre environment typically on a single product and or proposition. 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 targets and /or sales goals whilst maintaining quality and compliance
What you’ll do:
Impact on the Business
- Answers (or makes) phone 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.
- Provides excellent customer service to basic inbound customer calls 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.
- Acts as a role model for our Group Values and Behaviors (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values.
- Values diversity amongst team.
- Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centres.
- Maintains HSBC internal control standards.
- Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres.
Information
What you’ll need to succeed in the role:
Skills / Experience Required
- Must have education standard to at least high school diploma and be of a legal working age
- Must be proficient 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 specialized applications
- Excellent communication skills and is polite and friendly at all times
- Displays patience and empathy
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 (Philippines) Inc. ***
Want To Apply?
- All applicants must have successfully completed their probation period
- All applicants must have met the Behaviour Gateway in the last performance appraisal
- All applicants should have served at least 18 months in their current functional role and department company
- All applicants should inform their respective line manager of their application
- Application form should be submitted via CareerLink along with the current CV
- All the completed applications should be submitted via CareerLink by 11:59 PM on the closing date
- 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
Declaring incorrect information in your application (e.g. incorrect performance and behaviour rating; and corrective action status) is considered a SERIOUS OFFENSE based on the HDPP Employee Handbook:
A. Very Serious Offense
"Sec 1. Any acts of dishonesty, which may provide reasonable grounds for the company to lose trust and confidence to the employee, which includes but not limited to the following:
c) Giving false testimony or falsifying any document, records or information or presenting such falsified document, records or information in any study, research inquiry; padding and deliberate overcharging of expenses; tampering with time records; requesting or allowing any individual to log in/out and actually logging in/out any individual.”
Nom du recruteur
Jamie Bellosillo Almendrala
Courriel de recruteur
jamie.almendrala@hsbc.com.ph