, pub-2091334367487754, DIRECT, f08c47fec0942fa0 CSE - Contact Center At HSBC Bank

CSE - Contact Center At HSBC Bank

CSE - Contact Center At HSBC BankCSE - Contact Center At HSBC Bank

Full Job Description

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.

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 GSC HBEG CONTACT CENTRE

Principal responsibilities

Impact on the Business

Answers (or makes) phone calls from our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer’s issues at first contact where possible.
Delivers what is promised in line with customer expectations
Offers value added products and services based on customer needs analysis and ensures customer understanding of those products
Customers / Stakeholders

Provides excellent customer service to basic inbound customer calls by keeping up to date on training and internal communications
Generating customer loyalty through strong knowledge of key products and services
Owns and resolves issues and understands how and when to escalate
Leadership & Teamwork

Acts 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
Values diversity amongst team
Operational Effectiveness & Control

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


Must be university graduate in any discipline
Excellent to Fluent in English is a must.
Open to working flexible shifting schedules
Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development
Takes pride in delivering what is promised in line with the customer and service expectations
Wants to do a good job, is concerned about getting it right for the customer and checks everything is in order
Ability to work in a high-volume, fast paced environment is required
Proficiency with personal computers and basic software packages and specialised applications
Excellent communication skills and is polite and friendly at all times
Displays patience and empathy
Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

Apply Here