Contact Centre Service & Sales Representative, Outbound (Telesales)

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. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

International Wealth and Personal Banking (IWPB) helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities, and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs. International Wealth and Personal Banking provides a leading premium proposition through Premier Banking and, together with our Private Bank, are present across the world’s most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance.

We are currently seeking a high caliber professional to join our team as an Contact Centre Service & Sales Representative - Outbound (Telesales)

Principal Accountabilities

Impact on the Business

• Handle contacts with our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer’s issues at first contact where possible.
• Deliver what is promised in line with customer expectations
• Offer value added products and services based on customer needs analysis and ensure customer understanding of those products

Customers / Stakeholders

• Provide excellent customer service to medium complexity customer contacts by keeping up to date on training and internal communications
• Certified to handle multiple propositions (i.e Advance) or multiple products (i.e. Loans, Mortgage, Core Banking, Cards)
• Generate customer loyalty through strong knowledge of key products and services
• Owns and resolve issues and understand how and when to escalate

Leadership & Teamwork

• Act as a role model for our Group Values and behaviours  (Open, Connected, Dependable) supporting colleagues and customers to deliver superior customer service through these values
• Value diversity amongst team
• Act a as mentor to assist new joiners as required

Operational Effectiveness & Control 

• Knowledge of  Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centres
• Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres
• Maintain HSBC internal control standards

Qualifications:

• Bachelor's Degree in any major
• Proficient in Vietnamese. Good English is an advantage
• Sales-oriented, flexible, customer centric and able to thrive in a team environment seeking feedback and open to development
• Ability to work in a high-volume, fast paced environment
• Excellent communication skills
• Take pride in delivering what is promised in line with the customer and service expectations
• Want to do a good job,is concerned about getting it right for the customer and checks everything is in order
• Proficient with computer and Microsoft Office skills
• Display patience and empathy

You’ll achieve more when you join HSBC.

http://www.hsbc.com/careers

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.

Issued by The Hongkong and Shanghai Banking Corporation Limited