Description
We are currently seeking a high calibre professional to join our team as a Part Time Customer Service Ambassador.
In this role you will:
- Demonstrate efficiency and effectiveness with time
- Deliver an excellent level of customer service at branch
- Ask the right questions for every business decision and help detect, deter and protect against financial crime
- Act as the first contact point of customers in a warm and caring manner to ensure their journey with HSBC is highly satisfied
- Act as a bridge between branch staff and customers from the ethnic minority community
- Connect with customers who may speak one or more different languages (e.g. Urdu, Nepali, etc.) and help them with their needs
- Understand customers' needs and direct them to the right area of the branch to ensure their needs are fulfilled during their visits
- Establish good rapport and relationship with customers, handle their requests and enquiries skillfully
- Address customers' dissatisfaction and escalate to appropriate staff members to minimize further complaints
- Share with the community about our new services and branches welcoming Hindu, Urdu, and Nepali speakers
- Provide support to Customer Service Manager as and when required
- Perform other branch operational duties as assigned after banking hours
- Assist other team members to accomplish their works and keep the team on track
- Actively assist in managing the bank hall environment to ensure efficient, customer-friendly and professional delivery of platform service according to the service attributes like Branch iNPS and Queue Performance
- Identify ways to improve counter service / queue management
- Understand and apply Bank policies and procedures in place
- Identify and escalate risks and issues promptly
To be successful you will need:
- Clear commitment to supporting the ethnic minority community and/or volunteer work preferred
- Previous customer service experience is highly recommended
- Front office retail banking experience would be advantageous, but not required
- Interested in learning more about the inner workings of the banking industry
- Strong interpersonal and teamwork skills
- Detail oriented, patient, positive and adaptable
- Fluent in English and/or Cantonese a must
- Fluent in Hindu, Urdu, and/or Nepali