Financial Service Specialist (Contact Center) - 金融服务专员（客服中心-英文专线）(职位编号：51FSFSS)
汇丰环球客户服务（广东）有限公司佛山分公司
- 公司规模：10000人以上
- 公司性质：外资(欧美)
- 公司行业：金融/投资/证券
职位信息
- 发布日期：2013-05-13
- 工作地点：佛山
- 招聘人数：若干
- 语言要求：英语良好
- 职位类别：综合业务专员 客服专员/助理(非技术)
职位描述
Job Duties:
- Problem situations are proactively identified, resolved and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence;
- Customer issues are handled sensitively and receive full consideration. Situations are resolved effectively retaining goodwill of customer and customers are kept fully informed of progress;
- To be flexible and resilient when dealing with ambiguity and pressure;
- To build HSBC's customer base and promote HSBC's products and services;
- To encourage others to deliver outstanding customer service and enhance customer loyalty and satisfaction;
- To complete assigned target in a timely and accurate manner;
- To assist the management team while initiating business recovery measures;
- To minimize operational losses, potential fraud through complying with internal audit and staff feedback mechanisms. Work is processed / completed within agreed timescales, in accordance with procedures;
- Process productivity and quality targets are achieved. Issues/problems are fully analyzed and resolved or escalated. Appropriate action is taken to prevent recurrence;
- To be fully aware of and implement procedural changes/new initiatives. Works collectively and consistently to maintain a high level of customer service by achieving established SLAs;
- To participate in HSBC change initiatives to achieve personal and business goals. (e.g. process improvements or changes in procedures);
- To lead by example through service excellence and drive Quality initiatives for improved customer satisfaction.
- To work collaboratively and communicate persuasively, emphasizing teamwork, diversity, learning and knowledge sharing;
- To be self aware and takes ownership of own development;
- To demonstrate a high degree of commitment to HSBC and drive self to achieve business and personal goals, overcoming obstacles as they arise
Requirements:
- College/university graduates or a qualification acquired via relevant experience;
- Good basic knowledge in banking, strong customer service mindset or sales orientation;
- 3-5 working experience. Prior working experience in financial services and/or call centre is a distinct advantage;
- Ability to speak and understand Cantonese/Mandarin and English fluently, write business letters and reports, and have good conversational / telephone skills;
- Ability to learn quickly transfers knowledge appropriately, understand and interpret numeric data. Evidence of good analytical skills;
- Leadership skills, with ability to build rapport with, relate to a wide range of people
The subject job opportunities are in our Foshan office. For successful candidates who live in Guangzhou, we will provide shuttle service for Guangzhou Kengkou Metro Station <=> Foshan Office.
Please specify the position name and code 51FSFSS in the email title to facilitate the application process.
佛山分公司路线指引：
佛山市内可乘坐123路（途经祖庙、东建世纪广场）、133路（途经佛山汽车站）、146路（途经东方广场）、151（途经季华路沿线）、157、154或K1路（途经市一医院）公交车在汇丰站下车。
广州市内可选择以下三条线路：
1、广州芳村客运站乘坐广佛城巴7线（又名828专线），在季华五路东建世纪广场站下车后换乘151路公交车在汇丰站下车。
2、广佛路口（滘口站附近）乘坐广佛城巴蓝鲸5线（途经黄岐/盐步/大沥沿线、佛山火车站/汽车站）在汇丰站下车。
3、搭乘广州地铁至西朗站换乘广佛线在季华园站下车，选择D出口后到马路对面公交站换乘133或K1公交车在汇丰站下车。
recruitmentfsc@hsbc.com.cn
- Problem situations are proactively identified, resolved and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence;
- Customer issues are handled sensitively and receive full consideration. Situations are resolved effectively retaining goodwill of customer and customers are kept fully informed of progress;
- To be flexible and resilient when dealing with ambiguity and pressure;
- To build HSBC's customer base and promote HSBC's products and services;
- To encourage others to deliver outstanding customer service and enhance customer loyalty and satisfaction;
- To complete assigned target in a timely and accurate manner;
- To assist the management team while initiating business recovery measures;
- To minimize operational losses, potential fraud through complying with internal audit and staff feedback mechanisms. Work is processed / completed within agreed timescales, in accordance with procedures;
- Process productivity and quality targets are achieved. Issues/problems are fully analyzed and resolved or escalated. Appropriate action is taken to prevent recurrence;
- To be fully aware of and implement procedural changes/new initiatives. Works collectively and consistently to maintain a high level of customer service by achieving established SLAs;
- To participate in HSBC change initiatives to achieve personal and business goals. (e.g. process improvements or changes in procedures);
- To lead by example through service excellence and drive Quality initiatives for improved customer satisfaction.
- To work collaboratively and communicate persuasively, emphasizing teamwork, diversity, learning and knowledge sharing;
- To be self aware and takes ownership of own development;
- To demonstrate a high degree of commitment to HSBC and drive self to achieve business and personal goals, overcoming obstacles as they arise
Requirements:
- College/university graduates or a qualification acquired via relevant experience;
- Good basic knowledge in banking, strong customer service mindset or sales orientation;
- 3-5 working experience. Prior working experience in financial services and/or call centre is a distinct advantage;
- Ability to speak and understand Cantonese/Mandarin and English fluently, write business letters and reports, and have good conversational / telephone skills;
- Ability to learn quickly transfers knowledge appropriately, understand and interpret numeric data. Evidence of good analytical skills;
- Leadership skills, with ability to build rapport with, relate to a wide range of people
The subject job opportunities are in our Foshan office. For successful candidates who live in Guangzhou, we will provide shuttle service for Guangzhou Kengkou Metro Station <=> Foshan Office.
Please specify the position name and code 51FSFSS in the email title to facilitate the application process.
佛山分公司路线指引：
佛山市内可乘坐123路（途经祖庙、东建世纪广场）、133路（途经佛山汽车站）、146路（途经东方广场）、151（途经季华路沿线）、157、154或K1路（途经市一医院）公交车在汇丰站下车。
广州市内可选择以下三条线路：
1、广州芳村客运站乘坐广佛城巴7线（又名828专线），在季华五路东建世纪广场站下车后换乘151路公交车在汇丰站下车。
2、广佛路口（滘口站附近）乘坐广佛城巴蓝鲸5线（途经黄岐/盐步/大沥沿线、佛山火车站/汽车站）在汇丰站下车。
3、搭乘广州地铁至西朗站换乘广佛线在季华园站下车，选择D出口后到马路对面公交站换乘133或K1公交车在汇丰站下车。
recruitmentfsc@hsbc.com.cn
公司介绍
About HSBC
HSBC is one of the world's largest banking and financial services organizations. with more than 6,200 offices in both established and emerging markets, we aim to be where the growth is, connecting customers to opportunities, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfill their hopes and realize their ambitions. we serve around 52 million customers through our four global businesses: retail banking and wealth management, commercial banking, global banking and markets, and global private banking. our network covers 74 countries and territories in europe, the asia-pacific region, the middle east, africa, north america and latin america. our aim is to be acknowledged as the world’s leading international bank. listed on the london, China hong kong, new york, paris and bermuda stock exchanges, shares in HSBC holdings plc are held by about 216,000 in 129 countries and territories.
HSBC In China
As one of the largest global banking and financial services organisations, HSBC Group provides a comprehensive range of financial services to around 100 million customers in the world. To cope with the Group’s strategy to drive shareholder value, the Group Service Centres in Guangdong, China are providing a full range of best-in-class professional services to four customer groups of Personal Financial Services, Commercial Banking, Global Banking and Markets, and Global Private Banking. The clientele covers HSBC entities in China Hong Kong, China Macau, Bermuda, the United States, the United Kingdom, Canada, Area Office China, Singapore, Japan and Asia Pacific region.
YOUR Career Development With HSBC
HSBC is an equal opportunity employer. we value the diversity of individuals, ideas, perspectives, insights and values, and what they bring to the workplace. joining hsbc, you will have not only a stable job, but also a top international financial career development platform.
YOUR Best Place To Work
Various courses and training programs in leadership and management, language and communication, professional financial skills
Competitive compensation and benefit schemes
International financial career development platform
Diversity and inclusiveness corporate culture
Integrity and professionalism
汇丰在中国
汇丰集团是全球最大的银行及金融服务机构之一，在伦敦、香港、纽约、巴黎和百慕大股票交易市场上市。我们通过四大环球业务：零售银行及财富管理、工商金融服务、环球银行及资本市场，以及环球私人银行，为全球约4,600万客户提供服务。汇丰集团总部位于伦敦，根基深厚的业务及国际网络遍及全球71个国家和地区，共设有约4400个办事处。我们的目标，是被公认为世界领先及最受推崇的国际银行。
你在汇丰的职业发展
汇丰致力于提供平等就业机会，珍惜每个雇员的多样性、想法、观点、洞察力以及他们对工作场所创造的价值。成为汇丰的一员，你拥有的不仅是一份稳定的工作，更是一个顶尖金融领域国际化职业发展平台。
领导和管理培训，语言和专业金融技能课程
具市场竞争力的外资薪酬福利
顶尖金融领域的国际化职业平台多元化及具包容性的企业文化
正直诚信的专业态度
HSBC is one of the world's largest banking and financial services organizations. with more than 6,200 offices in both established and emerging markets, we aim to be where the growth is, connecting customers to opportunities, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfill their hopes and realize their ambitions. we serve around 52 million customers through our four global businesses: retail banking and wealth management, commercial banking, global banking and markets, and global private banking. our network covers 74 countries and territories in europe, the asia-pacific region, the middle east, africa, north america and latin america. our aim is to be acknowledged as the world’s leading international bank. listed on the london, China hong kong, new york, paris and bermuda stock exchanges, shares in HSBC holdings plc are held by about 216,000 in 129 countries and territories.
HSBC In China
As one of the largest global banking and financial services organisations, HSBC Group provides a comprehensive range of financial services to around 100 million customers in the world. To cope with the Group’s strategy to drive shareholder value, the Group Service Centres in Guangdong, China are providing a full range of best-in-class professional services to four customer groups of Personal Financial Services, Commercial Banking, Global Banking and Markets, and Global Private Banking. The clientele covers HSBC entities in China Hong Kong, China Macau, Bermuda, the United States, the United Kingdom, Canada, Area Office China, Singapore, Japan and Asia Pacific region.
YOUR Career Development With HSBC
HSBC is an equal opportunity employer. we value the diversity of individuals, ideas, perspectives, insights and values, and what they bring to the workplace. joining hsbc, you will have not only a stable job, but also a top international financial career development platform.
YOUR Best Place To Work
Various courses and training programs in leadership and management, language and communication, professional financial skills
Competitive compensation and benefit schemes
International financial career development platform
Diversity and inclusiveness corporate culture
Integrity and professionalism
汇丰在中国
汇丰集团是全球最大的银行及金融服务机构之一，在伦敦、香港、纽约、巴黎和百慕大股票交易市场上市。我们通过四大环球业务：零售银行及财富管理、工商金融服务、环球银行及资本市场，以及环球私人银行，为全球约4,600万客户提供服务。汇丰集团总部位于伦敦，根基深厚的业务及国际网络遍及全球71个国家和地区，共设有约4400个办事处。我们的目标，是被公认为世界领先及最受推崇的国际银行。
你在汇丰的职业发展
汇丰致力于提供平等就业机会，珍惜每个雇员的多样性、想法、观点、洞察力以及他们对工作场所创造的价值。成为汇丰的一员，你拥有的不仅是一份稳定的工作，更是一个顶尖金融领域国际化职业发展平台。
领导和管理培训，语言和专业金融技能课程
具市场竞争力的外资薪酬福利
顶尖金融领域的国际化职业平台多元化及具包容性的企业文化
正直诚信的专业态度