CC Voice Agent RBWM

Job description

Business:

Contact Centre

Open positions:

7

Role Title:

CCSS Representative

Global Career Band:

8

Location: (Country/City) :

Cyberjaya, Malaysia

Shift Timing:

24/7 Shift Rotation

Hiring Manager Name: Azhar Hairul Raja / Joanne Sandra Lourdes

Recruiter Name :

Azhar Hairul Raja / Joanne Sandra Lourdes

Link to Candidate User Guide: https://hsbchrdirect.service-now.com/hrsp?id=kb_article&sys_id=6d1c2e0e1bee98104fefc9df1d4bcb36

Why join us? (Overview of Dept./Function)

· A great place to work.
· Fun at work! A great culture and environment – Game rooms and lounge area are situated in each floor to encourage a fun and happy workplace.
· Competitive Salary – Get paid what you’re worth with a starting salary of RM2200.00.
· Career advancement opportunities – Shaping your future & opening both local & cross border opportunities.
· Extensive Training – Giving you the skills and training you need to be a success!
· Work Life Balance – 5 day work with 2 confirmed off days in a week.
· Corporate sustainability – we create long-term value by embracing opportunities and managing risks deriving from economic, environmental and social developments.

When you join our team, from day one you’ll have access to a competitive benefits package, including:

· A competitive remuneration package and annual performance based bonus.
· Allowances – contact center, language and night shift allowances.
· Medical insurance coverage for employee, spouse and Children.
· Dental and optical coverage for employees.
· Additional significant life event leave (e.g. marriage, maternity & paternity) that takes care of your well-being.
· Progressive career advancement opportunities.

The Opportunity: (Brief Overview of the Role)

At HSBC we’re all about exceeding our customer’s expectations. Our Customer Service Executive delivers a superior service to each and every individual who calls our Contact Centre. We’re looking for supportive and enthusiastic people on a full time basis to join our inbound customer service teams. Banking and Contact Centre experience are not essential. What we’re really interested in is a genuine passion for going above-and-beyond for our customers – everything else we can teach you! We are advocates of having a good work life balance and we strive to ensure everyone receives the recognition they deserve. This job also offers good stability therefore you are able to build your career with us if you have a long term vision and goal.

What will I be doing as a Customer Service Executive?

As a Customer Service Executive , you will be joining a team that collaboratively brings top quality services to our customers through social media platforms, emails and phone calls.

What you’ll do: (List out Key Responsibilities)

· Working in a contact centre environment and handling multiple customer calls from our customers.
· Providing high quality service to achieve maximum customer satisfaction by resolving customer queries at first contact where possible.
· Listening to customers and establishing their needs in order to offer relevant products, services and solutions.
· Taking ownership to complete necessary research and customer follow up or alternatively directing the customer to the appropriate department for resolution.
· Responsible for achieving individual performance expectations and development whilst maintaining appropriate operational risk control and compliance in all activities.

Desired profile

Qualifications :

What you will need to succeed in the role: (Minimum Qualification and Skills Required)

·  Excellent customer-serving manner, communication and problem solving skills.
·  Ability to apply basic and numerical reasoning when handling customer enquiries.
·  Ability to advise, communicate, empathize, resolve conflict and respond sensitively to clients.
·  Ability to acknowledge emotions and handle requests effectively whilst asking appropriate probing questions.
·  Positive attitude with willingness to help others.
·  Flexibility to work on shift duties (including overnight, weekend and public holidays).
·  Good command of English. A good command of Mandarin & Cantonese is advantageous.
·  Candidates must be at least a graduate of Diploma or Degree. Fresh graduates are welcomed to apply.
·  Applicants must be a Malaysian citizen.
·  Applicants must be willing to work at Cyberjaya.

What additional skills will be good to have? (List out good to have skills and certifications)

·  Mandarin & Cantonese speaking.

The information contained in this job description is a true and accurate reflection of the job as specified.