Contact Centre Service & Sales Representative null

About HSBC Malaysia

HSBC is one of the world’s largest banking and financial services organizations. It serves approximately 40 million customers through its global businesses: Wealth and Personal Banking, Commercial Banking, and Global Banking & Markets. The network covers 63 countries and territories in Europe, Asia, the Middle East, and Africa, North America, and Latin America.

HSBC Bank Malaysia Berhad is a member of the HSBC Group and employs about 3,000 people in Malaysia.

Your role

Impact on the Business

Competent in handling a range of banking inquiries to successfully support a customer in their banking needs. Handling inbound and outbound (where appropriate) customer interactions. Delivering a strong customer experience through each interaction, demonstrating ownership to drive first-call resolution.

Customers / Stakeholders

Adheres to and drives HSBC’s values and behaviors in every customer interaction, always doing what is right. Focusing on the customer’s current requirements, while anticipating their changing future needs and priorities. Working hard to meet these needs, which could include supporting them with access to online facilities and services to helping them manage their accounts. Always delivering open and honest communication through the conveying of information in a simple and understandable way to build customer relations. Taking personal responsibility for driving the right customer outcomes in a fast-paced and changing environment.

Leadership & Teamwork

A genuine interest in customers and a passion for the service you provide. Able to adapt to innovation and technological change to work smarter, improve service and connect with the customers more sustainably Embraces and implements change that will improve its business performance Ability to follow established procedures and use personal judgment to support customers. Demonstrates resilience to pressure and the challenge this brings while adapting to critical work demands with flexibility Able to demonstrate an understating of the risks associated with role and responsibilities and the impact these have. Proactive desire to self-development in skills required to further support the customers and better their banking experience.

Operational Effectiveness & Control

Suggests ideas and contributes to implementing change to better support its customers Responsible for own development and actively seeks ways to better their own skills and capabilities Adherence to documented policies and procedures whilst maintaining quality and compliance standards through the use of various support tools and escalation points. Promotes and encourages the highest level of customer service in every interaction. Ability to effectively manage own working day, by being ready and available to handle customers’ inquiries efficiently.

Training, development & rotations

As technology advances, human skills will continue to be crucial. HSBC supports its people to build the personal skills that form the foundation to develop new skills across digital, data, and sustainability.

HSBC encourages collaboration, the pursuit of new skills, and diverse thinking through its extensive training and mentoring programs. It uses the collective capacity to innovate and find new opportunities to shape the future both inside the organization and in the wider society.

Compensation & benefits

HSBC offers a comprehensive, market-competitive pay and benefits package to support employees’ professional and personal needs. The salary for Contact Centre Service & Sales Representative ranges from 33000 MYR to 39000 MYR approximately annually.

HSBC’s approach to remuneration consists of four main elements:

• Fixed pay
• Annual leave
• A range of benefits, which may cover areas such as work-life balance, insurance and savings, health, and personal development
• Employee share plans and discretionary pay awards based on performance

Career progression

As an employee at HSBC, you will receive a wide range of support to help you improve your skills and achieve your career goals. Your manager will help you to identify potential opportunities and the capabilities you will need to be effective in your role. As part of the HSBC performance review process, they will work with you to set clear career development goals and provide feedback and support to assist you in achieving them. At the same time, you will be encouraged to take responsibility for driving your personal development.

Work-life balance

As part of HSBC’s commitment to an open, supportive, and inclusive working environment, it recognizes that its employees have different personal circumstances and want a suitable work-life balance. It supports the staff to adopt flexible and alternative ways of working where possible, including working from home and different hours. HSBC has a work-life balance rating of 3.6. among its employees.

Company culture 

HSBC is committed to building a culture where all employees are valued and respected and opinions count. It takes pride in providing a workplace that fosters continuous professional development, flexible working, and opportunities to grow within an inclusive and diverse environment.

They believe everyone should have the freedom to be themselves at work and encourages colleagues to be active allies and to speak up if they have concerns. It works with the global employee networks to create an environment where everyone feels included and supported.

About you

What you will need to succeed in the role:

• 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 taking ownership and helping to drive first contact resolution
• The ability to work in a high-volume, fast-paced changing environment is required
• Proficiency with personal computers and basic software packages and specialized applications
• Excellent communication skills and is polite and friendly at all times
• Equipped to deal with customer conversations by displaying patience and empathy
• Ability to follow processes and procedures to mitigate risk/errors
• Must be competent to handle a set of core skills required for the role which include first direct core banking inquiries.

What additional skills will be good to have?

• Resilience in the role will support the role holders in working in a busy work environment irrelevant of location.
• Regular changes to procedures and advances in technology will regularly impact the role holder.  Therefore, pro-activeness and the ability to embrace change will ensure success.
• A passion for continued learning will also support the role holder in their ability to gain stronger and better skills and capabilities
• Due to the urgent hiring need, candidates with the immediate right to work locally and no relocation need will be prioritized.

How to apply

To apply for the job just click the “Apply on employer site” button below and submit your resume and credentials.

These are the four steps of the HSBC job application process

• HSBC Online Job Application
• HSBC Online Assessment – Aptitude Tests
  • HSBC Situational Judgement Test
  • HSBC Inductive reasoning test
• HSBC First-round Interview
• HSBC Assessment Centre/Super Day
  • HSBC Group Exercise
  • HSBC Written Exercise.

Source

https://www.glassdoor.com/Salary/HSBC-Malaysia-Salaries-EI_IE3482.0,4_IL.5,13_IN170.htm