Job Title
Global Support Executive – Call Centre (English Speakers)

Job Description

• Use judgment and initiative in performance of assigned tasks. Provide exceptional service through phone interactions with customers, focusing on resolving their requests the first time with an efficient, accurate, professional and courteous manner to create customer loyalty. Maintain service levels in accordance with Group standards. Provide enhancement service options, promotional offers and value-added services to our customer as determined by the business.
• Maintains production, quality and sales statistics to meet individual and departmental goals over an extended period of time
• Under general supervision, in an inbound call center environment, service inbound calls from Premier customers and periodically conduct outbound calling to initiate a customer contact or follow-up with a customer request. Responsible for relationship building and account management while resolving customer inquiries in a professional manner.
• Serve as a liaison between customers, Group Premier centres and the Relationship Managers. Ensure customers experience a smooth transition and an exceptional service level throughout.
• Respond to Premier inquiries pertaining to credit card services. Use judgment and critical thinking to resolve issues, handle customer complaints and make monetary adjustments. Apply the service standards as outlined above to all credit card related enquiries.
• Serve as after-hours support to HSBC Customers, applying each standard as outlined above.
• Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.
• Promote an environment that supports diversity and reflects the HSBC brand.
• Provide full Banking and Credit Card services and inquiries from customers.

Skills Required

• Minimum of one year's proven Customer Service experience or equivalent.
• Well-developed analytical, mathematical, interpersonal, organizational, sales, listening, and communication skills.
• Strong knowledge of multiple product lines and/or programs as required by assigned unit.
• Proficiency with personal computers as well as pertinent mainframe systems and software packages.
• Highly motivated and ability to work well within a team.
• Availability to work overtime as required.
• Candidate must be able to speak fluent English.

Business Area/Department
Call Centre

Academic Qualifications
Minimum SPM

Type of Opening
Full Time

Location
Cyberjaya, Malaysia