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

• Provide accurate, valid and complete information based on procedures, guidelines and policies
• Handle complaint and escalation from hotline agents, provide appropriate solutions and alternatives within reasonable time frame.
• Thoroughly study product / plan policy terms and the related policy related materials ie FAQ, member booklet etc.
• Report problems, potential crisis and complaints to manager for service improvement.
• Assist team manager to deliver and execute the action items to improve the team performance

Requirements

• Good understanding of call centre dynamics e.g. procedures, processes and systems used, products sold, reward structures, agent skills and training, regulatory requirements.
• Good call quality, with call coaching skills and experience will be better.
• Customer driven with demonstrated commitment to improving customer experience
• Effective communication, interpersonal and negotiating skills.
• Good judgment, decision making and problem solving skills. .
• Ability to work in a team, and alone, with minimal supervision and act on own initiative.
• Excellent time management, planning and organization skills working with pace and purpose
• Strong communication skills with high written and oral proficiency in English, Cantonese and Mandarin.

Candidate with less relevant experience or skills may be offered a lower Global Carrer 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.