Some careers shine brighter than others.
If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. 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.
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 Business Client Service - Client Lifecycle Management Helpdesk Associate
Purpose of the role:
- Global Service Delivery is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level.
- The team caters to CMB and GB&M customers of HSBC and provides service and support for the customer digital lifecycle across Channels, GTRF, and HSS products. It spans across 5 Global Service Centers (Bangalore, Hyderabad, Guangzhou, Cairo and Mexico).
- The CMB CDD Helpdesk in GSC Bangalore & Cairo aids by liaising with commercial customers to assist them on their remediation journey, by utilizing different channels (mainly inbound and outbound calling) to support the customers aligned with the UK CMB Customer Due Diligence (CDD) Remediation programme. Aside from the customer we work closely with other upstream teams who may require more details surrounding the customers and aligned with KYC process.
In this role, you will:
- Working in a contact center environment handling multiple customer queries from our Customers typically on multiple products and or propositions
- Dealing with Customer Complaints which could not be resolved at the initial contact.
- Providing quality customer service over the phone to resolve customer complaints at a high level of customer satisfaction.
- Providing quality customer service over the phone to resolve customer enquiries at a high level of customer satisfaction.
- Ability to interpret and handle complex customer enquiries to establish their needs and offer relevant products, services and solutions
- Taking 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 and development whilst maintaining appropriate operational risk control and compliance in all activities
- Advising, communicating, empathizing, resolving conflict and responding sensitively to clients
- Responsible for ensuring resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction.
- Defuse irate customers and resolve challenging inquiries utilising negotiation skills while following guidelines in an effort to satisfy the customer. Meet targets on productivity and accuracy as per the targets and metrics defined for the process. Recognize and adjust support approach to accommodate all levels of customer’s experience
To be successful you will:
- Must have minimum 2 years of Customer service / Helpdesk experience
- Prior experience of handling and logging customer complaints on MMX (preferred)
- Must have education standard to at least high school diploma and be of a legal working age
- Must be proficient in English (Written/Spoken) with good typing skills
- 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
You’ll achieve more at HSBC
www.hsbc.com/careers
HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”
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 HSBC Electronic Data Processing (India) Private LTD***
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