CCSS Representative 1 Inbound Service 客户服务主任

HSBC International Wealth and Premier Banking (IWPB)

Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth.

Our international network and breadth of expertise enable us to 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 key areas of operations include Retail Banking and Wealth Management, Asset Management, Global Private Banking and Insurance.

We are currently seeking an experienced professional to join our team.

In this role, you will: 

Impact on the Business/Function

-     Handles contacts with 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 ensuring customer understanding of those products

Customers / Stakeholders

-    Use a range of simple techniques to personalise the customer’s experience in a way that makes them feel valued and appreciated Satisfy customers’ expectations by providing appropriate solutions in a prompt, efficient and personalised way

-    Certified to handle multiple propositions (i.e. Advance, Premier) with multiple products (i.e. Core Banking, Cards)

-    Generates 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 behaviors (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. Maintains HSBC internal control standards

-    Awareness of all elements of Operational Risk associated with the role.

-  立足于中国内地，为广大汇丰中国客户提供面向全球的卓越服务

-  通过客服电话、邮件以及我行所提供的智能化服务工具等渠道，高质高效地响应汇丰中国潜在及现有客 户的服务需求。

-  准确细致地解答客户的疑问，贴心了解客户所需，能够给予恰当的产品或服务推荐，或者组织相应的解 决方案

-  妥善处理客户的诉求，在合规合法的前提下能够调动足够的灵活性及协作能力积极促成问题的解决

-  工作中致力于建立和维护我行与客户的良好关系 -  为金融市场的有序透明运作而努力，平等对待每一位客户。

To be successful in the role, you should meet the following requirements:

- Bachelor’s degree or above

- At least two years relevant experience

- Must have education standard to at least college degree and be of a legal working age 

- Must be proficient in language(s) required by the process

- 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

-  本科或以上学历。大专学历但能力表现优秀者可酌情考虑

-  能适应轮班时间安排

-  能够适应工作的快节奏及相应的要求

-  能良好地应用普通话，粤语，英语作为交流工具

-  具备良好的沟通技巧，能够在工作中始终保持礼貌与友好