Customer Service Executive

Job title: Payments Business Services

In this role, you will:

• Our Global Service Centres are an integral part of Global Operations. Employees based there manage day-to-day customer transactions and processes for the global businesses. This will include Activities that involve Inward & Outward payment processing, Investigations & Verifications, Branch Enquiries through Inbound & Outbound calls to Customer & Branches, exposure to Manual Payments and Clearing Houses etc. would fall under this job role.
• Problem situations are proactively identified, resolved and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence.
• Customer issues are handled sensitively and receive full consideration. Situations are resolved effectively retaining goodwill of customer.
• Identify and escalate potential complaints,Support achievement of team objectives, Exhibit ownership of the business.
• Act effectively on all customer feedback, Receive/make calls from/to customers (internal/ external) ,Delight internal and external customers.
• Respond to mails/queries related to process timely with a cc to the Line Manager.
• To maintain HSBC internal control standards, including the timely adherence of internal and external audit points together with any issues raised by external regulators.
• Management information, other required data and communication are completed accurately and supporting statistics/reports/returns are presented within agreed timescales.

To be successful you will

• Good team player, Flexibility to work in different shifts including weekends.
• Evidence of good analytical, statistical and data mining skills to study trends (D)
• Prior exposure to voice process. (D), Ability to speak and understand English fluently, write business letters and reports, and have good conversational / telephone skills. (E)
• Experience in a processing environment. (E), Production management skills and initiate process improvements. (D)
• Exposure to Payments processing environment. (E), Details understanding of Payments, payments work flow, payments processing (including channels/manuals inwards/outwards),- (D), Able to multitask (E), Knowledge in International Payments (D)

www.hsbc.com/careers

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.”

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