Customer Service Ambassador

We are currently seeking a high calibre professional to join our team as a Part Time Customer Service Ambassador

In this role you will

• To demonstrate the ability to be efficient and effective with time
• To deliver excellent level of customer service at branch
• To ask the right questions for every business decision and help detect, deter and protect against financial crime
• To 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
• Be able to connect with customers who may speak one or more different languages (e.g. Urdu, Nepali, etc.) and help them with their needs
• To understand customers' needs and direct them to the right area of the branch to ensure their needs are fulfilled during their visits
• To establish good rapport and relationship with customers, handle their requests and enquiries skillfully
• To 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
• To provide support to Customer Service Manager as and when required
• To perform other branch operational duties as assigned after banking hours
• To assist other team members to accomplish their works and keep the team on track
• To 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
• To identify ways to improve counter service / queue management
• To understand and apply Bank policies and procedures in place
• To 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