Job Description
To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified Service Level Agreements (SLAs) / Performance Level Agreements (PLAs). Responsible for relationship building and resolving customer queries.
Duties and Responsibilities
Your main responsibilities in this role include the following:
Acquire and update knowledge on procedures related to relevant process.
Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set.
Work well independently; complete assigned tasks in the established timeframe as per the process benchmarks.
Ensure that the productivity, quality levels are achieved as per the standards sent for the process.
Demonstrate ways to improve customer service, increase productivity.
Assist line manager/supervisor with managing day-to-day operations and support colleagues on process if needed.
Participate in team meeting / team activities and work towards sustaining team spirit.
Support achievement of team objectives.
Proactively identify issues, if any, and escalate.
Provide service to customers by focusing on resolving requests efficiently, accurately, and professionally.
Demonstrate knowledge of features, benefits and procedures and take initiative to review daily process updates for defect free implementation.
To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
Job Requirements
French is a must
Entry level qualification as required for the process / as per the benchmark agreed upon between HR and Operations.
Work experience is essential
Ability to speak and understand English/French fluently, write business letters and reports.
Ability to learn quickly and transfer knowledge appropriately.
Ability to understand and interpret numeric data.
Minimum, basic computer knowledge.
Flexibility to work shifts.
Ability to build rapport with and relate to a wide range of people.
Ability to maintain focus while working with voluminous data.
Ability to multi task.
