GCE Ordinary Level (including Credit Pass in English) & GCE Advance Level Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development. Please refer to the job advert for further information.

Some careers shine brighter than others  

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you  want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers  opportunities, support and rewards that will take you further. The Global Service Delivery Colombo  embodies HSBC Group’s global footprint, network and integrated, streamlined models for processes and  systems. We are a dynamic organization that focuses on employing and engaging a young demographic  at the prime of their career potential and those aspiring to grow further within an internationally renowned  financial institution.  
HSBC is one of the largest banking and financial services organizations in the world, with operations in 64  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 realize their ambitions  
We are currently seeking some experienced professionals to join our team in the role of Contact Centre  Sales and Services Representative (Global Career Band 8)  

Why join us?  

Build your career with an ever-growing, fast paced, dynamic team. A team which lives by “Speak Up”  culture, who “works hard and plays hard”, who values diversity, who wants you to not just to stay but want  to come to work, whose leaders will spend time with you, invest in your development, and promotes work  – life balance.  

The Opportunity:  
Receiving/making customer calls in a contact center environment typically on multiple products and or  propositions. Provides high quality service to achieve maximum customer satisfaction by resolving the  customer query at first contact where possible. Listens to the customer and establishes needs to offer  relevant products. Takes 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  targets and /or sales goals whilst maintaining quality and compliance.  

What you’ll do:  

Impact on the Business  
  • Competent in handling a range of banking enquiries 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 and drives HSBC’s values and behaviors in every customer interaction, always doing what is  right.  
  • Focusing on our 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 ways 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 our customers more sustainably  
  • Embraces and implements change that will improve our business performance   Ability to follow established procedures and use personal judgement 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 our customers and better  their banking experience.  
  • Operational Effectiveness & Control  
  • Suggests ideas and contributes to implementing of change to better support our 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 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’  enquiries efficiently  

What you will need to succeed in the role:  
  • GCE Ordinary Level (including Credit Pass in English) & GCE Advance Level   
  • 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  
  • 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 process 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 enquiries 

What additional skills will be good to have?  
  • Resilience in 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 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.  

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