CCSS Representative Inbound, Level 1

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. 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.
International Wealth and Premier Banking (IWPB) helps 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 international network and breadth of expertise enable us to support individuals, families, business owners, investors, and entrepreneurs.
International
Wealth and Premier Banking provides a leading premium proposition through Premier Banking and, together with our Private Bank, are present across the world's most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance.
We are currently seeking a high caliber professional to join our team as CCSS Representative Inbound, Level 1
Areas and Accountabilities
Impact on the Business
Handles contacts with 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 customer contacts 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 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 and SOX (Sarbanes- Oxley Requirements) for WPB Centres
Maintains HSBC internal control standards
Awareness of all elements of Operational Risk associated with the role in compliance to SOX for Contact Centres
Qualifications, Knowledge & Experience
Must have education standard to at least High school diploma and be of a legal working age
Must be proficient 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
You'll achieve more when you join HSBC.
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Issued by The Hongkong and Shanghai Banking Corporation Limited