sme - clm helpdesk

Some careers have more impact than others.

If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 62 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of SME - CLM HELPDESK

Business: UK Business

Principal responsibilities

Business: CDD CMB Helpdesk  

• Working in a contact center environment handling multiple customer queries from our Customers typically on multiple products and or propositions
• Dealing with Customer Complaints which could not be resolved at the initial contact.
• Providing quality customer service over the phone to resolve customer complaints at a high level of customer satisfaction.
• Providing quality customer service over the phone to resolve customer enquiries at a high level of customer satisfaction.
• Ability to interpret and handle complex customer enquiries to establish their needs and offer relevant products, services and solutions
• Taking 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 key performance indicators and development whilst maintaining appropriate operational risk control and compliance in all activities
• Advising, communicating, empathizing, resolving conflict and responding sensitively to clients
• Responsible for ensuring resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction.
• Defuse irate customers and resolve challenging inquiries utilising negotiation skills while following guidelines in an effort to satisfy the customer. Meet targets on productivity and accuracy as per the targets and metrics defined for the process.  Recognize and adjust support approach to accommodate all levels of customer's experience
• Communicate positively with team members, customers, and other partners
• Provide service to customers by focusing on resolving requests efficiently, accurately, and professionally.
• Direct customer queries to the relevant team thus providing best customer service
• Assist line manager/supervisor with managing day-to-day operations and support peers on process if needed.
• Participate in team meeting / team activities and work towards sustaining team spirit.

Qualifications 

• Must have minimum 2 years of Customer service / Helpdesk experience
• Prior experience of handling and logging customer complaints on MMX (preferred)
• Must have education standard to at least high school diploma and be of a legal working age
• Must be proficient in English (Written/Spoken) with good typing skills
• 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
• Cross trained on other Helpdesk knowledge such as HSBCnet and client services, handling mailboxes, chat and call taking
• Proficiency with personal computers and basic software packages and specialised applications
• Excellent verbal and written communication skills and is polite and friendly at all times
• Displays patience and empathy

What additional skills will be good to have?

• Participate in development of cohesive teams. 
• Foster development of co-workers 
• Focus on providing alternate solutions to the customers.
• Process Compensation / Goodwill should be justified with a good rational
• Contribute to the creation of a supportive work environment driven by people centric values. 
• Build professional relationships with colleagues in other areas. 
• Acquire and update knowledge on procedures related to relevant processes.
• All data requirements (timesheets, leave requests, absence requests and ad hoc process information) is completed and updated in a timely manner.
• Work productively, professionally and demonstrate ways to improve customer service. 
• Assist line manager/supervisor with managing day-to-day operations and support peers on process if needed.
• Participate in team meeting / team activities and work towards sustaining team spirit.

You'll 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."

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