Customer Service Representative

6 days ago

Guangzhou, Guangdong, China HSBC Full time

Wealth and Personal Banking (WPB)

Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become a global wealth manager with trillions in assets. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers' needs.

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

In this role, you will:

Key Responsibilities:

1. Re-engage dissatisfied customers and manage and solve end-to-end complaint processes.

2. Provide complete resolution at the first point of contact.

3. Action and complete assigned complaints within agreed timelines.

4. Deliver what is promised in line with customer expectations.

Customer Focus:

1. Improve service quality and complaint handling skills through various channels (Training, Sharing from Customer Relations, etc.).

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

3. Generate customer loyalty through strong knowledge of key products and services.

4. Own and resolve issues and understand how and when to escalate.

Leadership & Teamwork:

1. Encourage and enable productive teamwork and matrix working, by demonstrating a collaborative approach and challenging actions and behaviors that are not consistent with HSBC's diversity policy and/or the best interests of the business and its customers.

2. Engage with various business support units towards effective complaint closures.

3. Be an effective team player and share ideas towards improvement of customer satisfaction. Act as a mentor to assist new joiners as required.

Operational Effectiveness & Control:

1. Knowledge of Group compliance, Operational Risk. Maintain HSBC internal control standards.

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

Requirements:

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

2. Must be proficient in languages required by the process.

3. Must be flexible, customer-centric, and have the ability to thrive in a team environment seeking feedback and open to development.

4. Takes pride in delivering what is promised in line with customer and service expectations.

5. Wants to do a good job, is concerned about getting it right for the customer, and checks everything is in order.

6. Ability to work in a high-volume, fast-paced environment is required.

7. Proficiency with personal computers and basic software packages and specialized applications.

8. Excellent communication skills and is polite and friendly at all times.

9. Displays patience and empathy.

10. A knowledge expert who has the ability to teach/mentor others.

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