Contact Centre Representative II

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 Representative II.

Principal responsibilities

• Handles medium complexity customer contacts in a contact centre environment typically on multiple products and or propositions and has the required certifications to engage with customers across multiple segments (i.e. Premier, Jade & etc.).
• Provides high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible. Understands the customer and establishes needs to offer relevant products, services and solutions
• 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 appropriate operational risk control and compliance in all activities

Requirements

• Excellent English capability in both verbal and written with more practicing opportunities.
• Quick learner with strong willingness to provide high quality services to customers.
• Patient and detailed-oriented, with ability to adapt in a dynamic and fast-paced environment.
• Elementary level, knowledge in computer applications, i.e. Microsoft Office, with proven capability in typing.
• Strong sense of responsibility and loyalty.

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.