Personal Banking Executive (Digital/Multi-channel) - Contact Centre and Remote Channel

Job description

Job description

數碼客戶服務主任 — 客戶服務中心

我們很榮幸連續第十二年獲得香港客戶中心協會頒發不同獎項，包括年度大獎、最佳呼入及呼出客戶服務中心金獎、最佳客戶服務中心培訓導師金獎及其他數項企業及個人獎項，引證我們圑隊提供以客為先的服務成果。

客戶服務中心是滙豐維持其在香港銀行業領導地位的重要業務。滙豐客戶服務中心透過多種方式，包括電話等渠道，與客戶溝通，致力滿足客戶不同的財務需求，並提供優質的銀行服務，以確保業務發展成功。客戶服務中心亦不斷促進滙豐眾多業務間的相互合作，從而提升其金融服務水平。

Wealth and Personal Banking (WPB) 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. Wealth and Personal Banking has four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of wealth and retail banking capabilities: Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation.

我們現誠邀您加入我們獲獎團隊，擔任數碼客戶服務主任。 

主要職責

·  以客為先，在客戶服務中心提供各種銀行服務
·  透過社交媒體和電子郵件等數碼服務方式進行溝通，積極的理解客戶需要，提供相關產品、服務和問題解決方案，於必要時將客戶轉介至相關部門，並主動地跟進後續情況
·  實現個人績效目標和發展
·  遵守銀行有關操作風險的守則及規定 

職位要求

·  高級文憑或以上學歷
·  具優秀的中英文書面溝通能力
·  能操流利廣東話，英文及普通話
·  能熟練使用多個電子平台，同時與多位客戶溝通，展現高準確度和客戶參與度的銀行服務
·  繁體中文打字速度不低於每分鐘30個字
·  具備客戶服務經驗者優先
·  樂意參加本行的系統性學習計劃，並考取保險及投資產品牌照

加入我們的團隊，您可享有優厚福利待遇，其中包括：

·  良好薪酬待遇
·  18天有薪年假及額外有薪假 如婚假、生日假、產假
·  最高可達每月底薪13%的退休金僱主供款
·  醫療保險保障您本人、配偶及子女
·  員工物業按揭貸款，貸款額可達物業估價或售價100%
·  各種銀行服務及產品的員工優惠，包括貸款、信貸、信用卡
·  支援員工考取工作所需的相關專業資格
·  理想晉升機會

加入滙豐, 您將成就更多

滙豐致力營造一個重視員工且尊重員工意見的企業文化。我們在包容與多元的環境中，鼓勵持續的專業發展，提供彈性的工作方式與各種成長的機會，我們為此深感自豪。職位申請人遞交之個人資料，銀行將按照網頁上的私隱聲明使用。

Requirements

GCB 7

Join our Award Winning Team

Our award-winning Contact Centre Business has received multiple accolades from The Hong Kong Call Centre Association (HKCCA) across several areas such as both Inbound and Outbound Contact Centre of the Year and Contact Centre Trainer of the Year.  We’ve also been awarded the ‘Grand Award of the Year’, for the 12th year in a row, which is a great testament to our colleagues who strive to provide customer-first service, making the Contact Centre a great place to work.  

Our Contact Centre Business plays a central role in maintaining our reputation as a leader in banking in Hong Kong. It serves as a vital channel in ensuring successful business development while addressing customers’ different financial needs and delivering quality banking services to our millions of customers through multiple touch points including inbound and outbound calling activities. The value of our Contact Centre Business continues to grow as it cultivates collaboration and improved financial services provision across a broad range of our business areas.

We are currently seeking a high calibre professional to join our team as a Digital Customer Service Officer.

What you will be doing

·  Providing customer service and sales support in a contact centre environment on products and propositions that span across various customer segments
·  Providing quality written communication via digital service channels and platforms to resolve customer enquiries to a high level of customer satisfaction
·  Reading and interpreting customer digital enquires to establish their needs and offer relevant products, services and solutions 
·  Working across multiple digital platforms, including but not limited to Social Media Platforms and Email
·  Adopting a Customer First mentality by acknowledging and empathizing with customers’ needs and concerns quickly in order to offer appropriate and relevant guidance. Maintaining attention to detail and high accuracy in directing and navigating customers to appropriate resolutions in a timely manner
·  Taking ownership of enquiries to resolve issues on first contact, and where necessary, direct customers to the appropriate department online and verbally provide an engaging and proactive service
·  Effectively multi-tasking to supporting multiple customers concurrently. Demonstrating resilience within a fast paced environment with evolving customer needs
·  Achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activities

What you need to succeed

·  Holder of High Diploma, equivalent or above 
·  Strong written communication skills in local language and English with good use of grammar and vocabulary to effectively service customers
·  Fluency in Cantonese, English and Putonghua
·  Hands-on experience in customer service roles, where active listening and effective questioning are required
·  Proficiency in navigating through multiple digital platforms and applications with minimum typing speed of 30 words per minute in Traditional Chinese 
·  Ability to multitask and run concurrent customer sessions to a high degree of accuracy and customer engagement 
·  Candidates should be computer literate and capable of using and navigating through multiple computer systems and applications
When applying, please submit a full resume and attach your appraisal reports for the last two performance years. Your local internal application policy should be followed. For internal applicants in Hong Kong with less than six months in their current role, please also obtain and enclose the endorsement from your current line manager in the application as well; for more information you can visit HRDirect and search for content "HKG: Do I need any approval to look for internal career opportunities?".

You’ll achieve more at 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.  We particularly welcome applications from people with disabilities, ethnic minorities and individuals returning to the workplace following a career break or retirement, as these groups are currently underrepresented within the financial services industry. 

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 The Hongkong and Shanghai Banking Corporation Limited.

Primary location shows in a job posting does not refer to work location, the branch placement is subject to the final decision by RSS Management
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