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 Customer Service Executive
Principal responsibilities
* Acquire and update knowledge on procedures related to relevant process.
* Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set.
* Work well independently; complete assigned tasks in the established timeframe as per the process benchmarks.
* Ensure that the productivity, quality levels are achieved as per the standards sent for the process.
* Assist line manager/supervisor with managing day-to-day operations and support colleagues on process if needed.
* Participate in team meeting / team activities, work towards sustaining team spirit and Support achievement of team objectives.
* Proactively identify issues, if any, and escalate.
* Provide service to customers by focusing on resolving requests efficiently, accurately, and professionally and Demonstrate ways to improve customer service, increase productivity.
* Demonstrate knowledge of features, benefits and procedures and take initiative to review daily process updates for defect free implementation.
* Ensure that the customer issues / problems are effectively investigated and resolved.
* Maintain equipment, systems and general work environment in good condition, adhering to all appropriate procedures.
* All data requirements (timesheets, leave requests, absence requests and ad hoc process information) is completed and updated in a timely manner.
Requirements
Requirements
* Entry level qualification as required for the process / as per the benchmark agreed upon between HR and Operations.
* Work experience is essential
Skills
* Ability to speak and understand French and English fluently, write business letters and reports, and have good conversational
* Is accountable for the effective cascade of communication across the team
* Is accountable for the delivery & continuous improvement of performance
* Meet or exceed PLAs; reduce operational risk
* Ability to learn quickly and transfer knowledge appropriately. Ability to understand and interpret numeric data.
* Ability to multi task. Excellent communication skills, both written and verbal in French and English. This role requires an individual to demonstrate an "Extrovert" personality type, who will need to be in constant communication with HSBC Customer and Business Area.
* Strong Customer Orientation and passionate about delivering superior customer service
* Demonstrate high energy; be PRO-ACTIVE, extremely positive and a highly effective problem solver,
* Ability to take complete ownership and facilitate end to end customer journey
* Fast learner and have a "can do" approach
* Needs to be adept and flexible to rapidly changing business, internal scenarios and unexpected events
* Ability to understand complex concepts and extract relevant information from extensive documentation quickly
* Leadership skills, with ability to build rapport with, relate to and effectively develop a wide range of people
* Ability to learn quickly and transfer knowledge appropriately.
* Ability to understand and interpret numeric data.
* Minimum, basic computer knowledge.
* Ability to build rapport with and relate to a wide range of people.
* Ability to maintain focus while working with voluminous data.
* Ability to multi task
* Ensure that the customer issues / problems are effectively investigated and resolved.
* Maintain equipment, systems and general work environment in good condition, adhering to all appropriate procedures.
* All data requirements (timesheets, leave requests, absence requests and ad hoc process information) is completed and updated in a timely manner.
* Fix Night shift from 2 pm till 11pm / 3 pm till 12 am
Due to the urgent hiring need, candidates with immediate right to work locally
and no relocation need will be prioritised.
The chosen candidate for this role will be required to undergo enhanced
vetting. Subject to local laws, this will require the individual to
satisfactorily pass a series of additional checks as part of the recruitment
process and on an ongoing basis, if appointed to the role. HSBC Group reserves
its position with regard to any steps which it may take in relation to any
material adverse findings which arise either when the checks are originally
completed, and/or if relevant, on an ongoing basis. For more information about
the enhanced vetting for this role please contact the recruiter for this role.
You 'll achieve more when you join HSBC. *
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 Private LTD***