Contact Center Agent – Customer Service Representative

About the role

Join HSBC's contact centre team and be the first point of contact for our customers. You will handle inbound calls with a polite and friendly approach, aiming to resolve issues on the first interaction while promoting relevant products and services.

Key responsibilities

• Answer inbound customer calls, instilling confidence and delivering on promises.
• Resolve customer issues at first contact whenever possible.
• Identify customer needs and offer value‑added products and services.
• Maintain up‑to‑date knowledge of key HSBC products and internal communications.
• Own and resolve issues, escalating when required according to operational risk and SOX guidelines.
• Uphold HSBC’s Group Values (Open, Connected, Dependable) and support a diverse team environment.

Required profile

• University graduate in any discipline.
• Fluent in the language(s) required for the specific process.
• Willingness to work flexible shifting schedules.
• Customer‑centric attitude with a strong desire to deliver quality service.
• Ability to thrive in a high‑volume, fast‑paced environment.
• Excellent communication skills, patience and empathy.

Required skills

• Proficiency with personal computers.
• Experience using basic software packages and specialised applications.

What we offer

• Opportunity to develop within a global financial institution.
• Continuous training and career development support.
• Collaborative team culture focused on customer excellence.