Offers “HSBC”

Expires soon HSBC

CCSS Representive IIIIII - HAC-Credit Card Customer Svs - HSBC Operations, Services and Technology - NHC

  • Foshan, CHINA

Job description



Some Careers grow faster than others.

If you're looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.


HSBC Operations, Services and Technology


HSBC Operations, Services and Technology is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. HOST combines global expertise and technology to help keep us ahead of the competition.


Global Service Delivery


Within HSBC Operations, Services and Technology, Global Service Delivery is a leader in the development of services and processes that are designed around the customer and enable the firm to demonstrate to regulators that its processes and ways of working will deliver consistently high standards of compliance. Every day, customers all over the world are paying bills, buying homes and setting up companies and every day, Global Service Delivery teams are making sure all this happens smoothly.

Role Purpose


We are currently seeking an ambitious individual to join this team working together with colleagues to define, manage and achieve divisional business targets. In this role, you will:

Impact on the Business/Function

• Handles contacts with our 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.

· Individual key performance indicators through proactively introducing customers to new and value adding products and services that meets their needs
· Targets on efficiency, quality and effectiveness
· Adherence to documented policies a procedures

Customers / Stakeholders

• Provides excellent customer service to medium complexity customer contacts.

• Keeps up to date on all training and relevant internal communications.

• Certified to handle multiple propositions (i.e. Personal Banking, Advance, Premier etc.). i.e. or multiple products (i.e. Loans, Mortgage, Core Banking, Cards).

• Generating customer loyalty through strong knowledge of key products and services.

• Owns and resolves issues and understands how and when to escalate.

• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets

· Quality monitoring scores
· Direct customer feedback via complaints, compliments and customer satisfaction surveys
· Completion of required training and accreditations
· Number of contacts that lead to offering value added products and services through conversations with customers, incorporating needs analysis, building rapport, and overcoming objections

Leadership & Teamwork

• Individuals are responsible for their own effectiveness, development and results. People performing a sole transactional role or one of a more generalist nature.

• Support achievement of the HSBC vision, Values, goals and culture in personal behaviour, actions and decision making.

• Take personal responsibility for understanding and agreeing performance expectations, completing the necessary mandatory training and developing the levels of capability and competence needed to be effective in the role.

• Contribute to team development, effectiveness and success by sharing knowledge and good practice, working collaboratively with others to create a productive, diverse and supportive working environment.

· Contribution to team events and team meetings, and suggestions put forward for improvements or efficiency gains
· Completion of other team related duties as appropriate
· Displays patience and empathy

Operational Effectiveness & Control:

• Individuals are responsible for their own effectiveness, development and results. People performing a sole transactional role or one of a more generalist nature.

• Suggest ideas and contribute to implementing actions that will improve customer service, quality or the way teams and individuals work together.

• Adhere to HSBC policy, procedures and control requirements applicable to day-to-day working, exceptional and project activities, and raise any concerns about actual or potential issues promptly, in line with reporting and escalation procedures.

• Continuously monitor and gather information to assess potential impacts and identify possible risks and opportunities for the business.

• Apply policies, procedures, practices and standards to their allocated tasks, taking responsibility for their own actions, to ensure the achievement of high levels of quality, effective risk management and regulatory compliance.

· Completion of technical training that enhances system knowledge and proficiency
· Regular attendance at learning sessions and team meetings
· Adherence to clear desk and other internal policies
· Timely completion of mandatory compliance, risk and regulatory learning modules

Desired profile



Qualifications :

·  Must have education standard to at least high school diploma and be of a legal working age
·  Must be proficient in 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
·  A knowledge expert who has the ablity to teach/mentor others

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.

***Issued by HSBC Electronic Data Processing (Guangdong) Ltd. GSC China***

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