Contact Centre Shared Services Representative I

Role Title: CCSS Representative I

Global Career Band: 8

Location (Country / City ): Philippines/GSC Manila 2 (Quezon City)

Recruiter Name : Edward Palma

Why join us

ASP Manila Cares primary function is providing Customer care to HSBC Philippines Credit Card customers. It is an Inbound Customer Service Process which caters to enquiries requests and complaints related to credit cards such as: Application Card Delivery Fee Waivers etc.

Operating Hours is 14/7 which officially starts from 7:30am to 9:30pm.

The Opportunity:

Receives medium complexity inbound customer calls in a Contact Centre environment typically on multiple products and or propositions and has the required certifications to handle customers (i.e. Advance PIB). Provides high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible. Listens to the customer and establishes needs to offer relevant products. Takes ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution. Responsible for achieving individual targets and /or sales goals whilst maintaining quality and compliance.

What youll do:

• Answers incoming phone calls from our HSBC customers in a polite and friendly way instilling customer confidence and resolving customers 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
• Provides excellent customer service to medium complexity inbound customer calls by keeping up to date on training and internal communications
• Certified to handle multiple propositions (i.e Advance) 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
• Acts as a role model for our Group Values and Behaviour (Open Connected Dependable) supporting colleagues and customers to deliver superior customer service through these values
• Values diversity amongst team

• Acts a as mentor to assist new joiners as required
• Knowledge of Group Compliance Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centres
• Maintains HSBC internal control standards

• Awareness of all elements of Operational Risk associated with the role in compliance to SOX for Contact Centres

What you will need to succeed in the role: 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 jobis 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

What additional skills will be good to have

• Must be proficient in using professional Tagalog or Taglish
• Multi-tasking skills is highly recommended
• Open to working even during Philippine Holidays
• Has a basic knowledge in using a credit card

Link to Candidate User Guide:

Youll achieve more at HSBC

HSBC is an equal opportunity employer 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 encourage applications from all suitably qualified persons irrespective of but not limited to their gender or genetic information sexual orientation ethnicity religion social status medical care leave requirements political affiliation people with disabilities color national origin veteran status etc. We consider all applications based on merit and suitability to the role.

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.

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