HSBC Group

Business: HR     

Open positions:  1

Role Title: HRCC Representative GSC’s

Global Career Band: 7

Location (Country/City): Hyderabad

Recruiter Name : Himani Rana

Why join us?

• This role will sit in a global HR Contact Centre within HR Service Delivery.  Agents will handle inquiries from internal employees from multiple countries speaking the same language, with a variety of different types of inquiries.

The Opportunity:

• Act as the first point of contact for the resolution of employee and manager inquiries and requests received via multiple channels, including phone, HR case, and email.  The agent will be expected to handle multi-country and multi-product inquiries, including but not limited to:  Employee Relations, Payroll, People Administration and Data (PAD), Benefits, Talent, Resourcing, Learning, and Performance Management.  The agent will be responsible for resolving tier 1 inquiries on first contact when possible, and for escalating appropriately to tier 2, as well as meeting established performance metric goals.

What you’ll do:

• Handle tier 1 inquiries efficiently and on first contact when possible, using appropriate knowledge management tools
• Abide by documented quality guidelines when handling inquiries
• Ensure optimal service levels by following operational procedures related to scheduling and attendance
• Collect and share best practices and feedback from employees for continuous process improvements
• Use a professional and employee-focused approach to handle inquiries; ensure a quality customer experience by using soft skills and empathy to diffuse difficult situations; ensure excellent verbal and written communication skills are exercised at all times
• Handle multi-country and multi-product inquiries with accuracy and confidence
• Help customers navigate through Tier 0 (self-service) tools and functionality
• Understand scope of services and escalate to tier 2 when appropriate

What you will need to succeed in the role:

• 2+ years customer service and/or call center experience
• 1+ years Human Resources Contact Center experience or equivalent
• Graduate in any field, preferred MBA with HR Specialisation
• Must be proficient in language(s) required by the process
• Open to working flexible shifting schedules
• Must be customer focused and have the ability to thrive in a team environment seeking feedback and open to development
• Ability to work in a high-volume, fast paced environment is required
• Proficiency with personal computers and basic software packages and specialised applications
• Peoplesoft/SAP experience preferred
• Excellent verbal and written communication skills

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 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.

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.”

***Issued By HSBC Electronic Data Processing (India) Private LTD***