Contact Centre Specialist

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Contact Centre Specialist.

Principal responsibilities

• Investigate customer survey and identify customer pain points of cases.
• Analysis the key focus of customer srvey, and present to related stakeholders in huddles.
• Provide recommendation on improving banking procedure, service quality, digital education etc., to drive customer centricity culture.

Requirements

• The role operates within a RBWM Contact Centre and interacts with HSBC local and international customers, the post holder must have the concept of Contact Centre enviornment.
• Understanding updates on procedural changes and compliance.
• Strong communication, presentation and interpersonal skills and the ability to influence senior executives.
• Ability to present complex and technical concepts and information in a way it can easily be understood by non-Subject Matter Experts.
• Understanding of process improvement skills and experience.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

You’ll achieve more when you join 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. 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.