Customer Support Specialist

HSBC Holdings plc; Genf; On-site; CHF 70,000 - 90,000; Full time

Benefits offered by this job

Healthcare

Pension

Life Insurance

Family leave

Job summary

HSBC Switzerland is seeking a Customer Service Help Desk professional to provide first-line Operations and Client Administration support to Front Office end users. You will respond to inquiries, log requests, and ensure timely resolutions, while upholding service standards and compliance.

Ideal candidates bring at least three years in PBRS, strong analytical and communication skills, and fluency in English.

Qualifications

• Three years’ PBRS experience in Operations and Client Administration.
• Experience with front office procedures and end-user support.
• Fluent in English; additional languages are a plus.

Responsibilities

• Provide first-line Operations and Client Administration support to Front Office end users.
• Respond to inquiries, resolve issues, and share expertise with team members.
• Log calls accurately and follow up to ensure timely resolution.
• Create and amend procedures to improve service efficiency.
• Offer out-of-hours support when required and adhere to service levels.
• Prepare standard and ad hoc reports for management review.

Skills

Customer focus

Interpersonal skills

Communication

Listening

Analytical

Organization

English fluency

Job description

The opportunity:

Being part of HSBC in Switzerland, you’ll help evolve and grow our business.

Are you interested? Do you have strong knowledge of Operations and Client Administration procedures and processes?

If you answered yes to any of these questions, we want to hear from you!

What you will do:

The Customer Service Help Desk (CSHD) is the single point of contact for PBRS Front Office users for all functional requests relating to the Operation departments.

The CSHD provides a high-quality service and responds to internal and external client enquiries. It handles all calls and email requests promptly and courteously. Each request is recorded, and effective follow-up is carried out.

In this role you will:

• Participate in a help-desk function providing first-line Operations and Client Administration support to Front Office end users.
• Answer enquiries and resolve them to the required standard, acting as a source of technical expertise and support for less experienced team members.
• Resolve problems and incidents of varying complexity, enabling Relationship Officers to continue serving their clients.
• Contribute to the development and increased efficiency of the service by providing input into the creation and amendment of procedures.
• Where necessary, provide out-of-hours help-desk support, ensuring that live problems are managed with minimal disruption to the business.
• Respond to telephone calls within the agreed Service Agreement timescales, in a polite and efficient manner, communicating technical information clearly.
• Apply specialist expertise to provide timely responses to end-user enquiries or refer them promptly to the appropriate user-support teams.
• Demonstrate excellent listening skills and the ability to explain complex issues to others in plain language.
• Ensure regular follow-up of pending requests.
• Use analytical skills to log all calls accurately, providing management information for trend analysis by senior management.
• Report progress and problems to management and ensure appropriate follow-up.
• Support management by preparing standard and ad hoc reports, analysing data, making recommendations, and bringing trends or performance issues to management’s attention.
• Adhere strictly to compliance and operational-risk controls in accordance with HSBC and regulatory standards, policies and practices. Report control weaknesses, compliance breaches and operational loss events.
• Understand procedures and Desk Instruction Manual documentation, ensuring the complete and accurate filing of documents and correspondence.

You should apply if you have:

• Strong customer focus.
• Global knowledge of all Operations and Client Administration departmental procedures and processes, with at least three years’ experience within PBRS.
• Strong interpersonal and communication skills.
• Excellent listening skills and ability to explain in plain words complex issues to others.
• Strong analytical skills.
• Strong organizational skills.
• Fluent in English (written and spoken), any other language is a plus.
• Please note that the successful candidate is expected to start in July 2027,

• Due to immigration restrictions in Switzerland we will only be able to consider applications from Swiss or EU citizens or from candidates holding a valid Swiss work permit.

Even if you feel you do not meet 100% of our qualifications, we encourage you to apply, if you believe this role is right for you.

What you’ll get in return:

We offer a comprehensive and competitive package of benefits usually covering healthcare, life assurance, pension, andfamily friendly leaves,as well as many other benefits to support your wellbeing.

HSBC operates multiple variable pay plans, to reflect the diverse nature of the businesses, roles and markets in which we operate. Variable pay is designed to reward colleagues for their individual performance and contribution, as well as the performance of their relevant Business / Infrastructure, and the overall Group.

HSBC has been certified “Top Employer 2026” in Europe. This recognition from the Top Employers Institute rewards our HR practices and recognises HSBC as an HR Leader in France, Germany, Italy, Luxembourg, Netherlands, Poland, Spain and Switzerland.

HSBC is a signatory company of the Advance Charter. This Charter is a commitment towards gender equality in business and hence a workplace environment that supports a fair and balanced approach to hiring, remunerating, promoting and retaining female talent.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. If you have a need that requires accommodations or changes during the recruitment process, please let us know.

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

For further information on building your career at HSBC, please visit: www.hsbc.com/careers

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