Customer Care Officer, Premier Relationship - Contact Centre Business

Job description

Some careers grow faster than others.

If you're looking for a career where you will be respected as an individual and valued for the contributions you make, join HSBC and discover how diversity drives our success.

Contact Centre Business plays a central role in maintaining our reputation as a leader in banking. The division serves as a vital channel in ensuring successful business development while addressing customers' different financial needs and delivering quality banking service to our millions of customers through both inbound and outbound calling activities. The value of our Contact Centre Business operations continues to grow as it cultivates collaboration and improved financial services provision across a broad range of our business areas.

Customer Care Officer, Premier Relationship – HSBC – HK $13,500 starting salary, increasing to at least HK $14,500 after training and probation, subject to performance.

Our Contact Centre in Olympic offers great facilities such as an on-site gym, nursery, restaurant and coffee shop. We have a dedicated team focused on creating an enjoyable working environment and organising regular social events.

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

· A competitive basic salary and a quarterly bonus scheme
· HealthPlus medical insurance coverage for yourself, your spouse and children which includes Chinese bonesetters, medical check-up and dental
· A market-leading employer pension contribution of up to 13%
· Attractive benefits such as 18 days paid annual leave and additional significant life event leave (e.g. marriage, birthday and maternity) that take care of your well being
· A staff rate housing loan with maximum loan up to 100% of the valuation or purchase price
· Preferential terms on employee banking including loans, credit facilities, and credit cards
· Support for acquiring any required job related licenses
· Access to sports club and employee catering outlets
· 5-day work in shift pattern, with overnight shift allowance provided
· Progressive career advancement opportunities

At HSBC we're all about exceeding our customer's expectations. Our Customer Care Officer, Premier Relationship delivers a superior service to each and every individual who calls our Contact Centre in Olympic. 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!

What will I be doing as a Customer Care Officer, Premier Relationship?

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

Principal Responsibilities

· Working in a contact centre environment and handling multiple customer calls from our Premier 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

What do I need to be successful in this role?

Requirements

·  Excellent customer-serving manner, communication and problem solving skills
·  Ability to apply basic and numerical reasoning when handling customer enquiries
·  Ability to advise, communicate, empathise, 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 Cantonese and English. A good command of Mandarin is advantageous
·  Holder of insurance or investment licenses (preferred but not a must)
·  Hong Kong Certificate of Education Examination or Hong Kong Diploma of Secondary Education (with a pass in either Chinese and Mathematics, or English and Mathematics) or above

You'll achieve more when you join HSBC.

HSBC is 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. 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.