Staff GPSO Contact Center

HSBC Holdings plc; Jakarta Pusat; On-site; IDR 55,800,000 - 100,440,000; Full time

Job summary

HSBC Holdings plc is seeking a customer contact centre professional in Indonesia to handle inbound and outbound interactions. The role emphasizes accurate decision-making within authority, first-contact resolution, and achieving KPIs while maintaining quality and compliance.

Candidates should have 1 year of contact centre experience, strong Bahasa Indonesia communication skills, and working English proficiency.

Qualifications

• 1 year of working experience in Contact Centre
• Strong communication skills in Bahasa Indonesia; working proficiency in English
• Analytical and problem-solving capability; able to take ownership, follow through, and ensure right first time outcomes
• Flexible/rotating shifts in a high-volume, fast-paced contact center environment

Responsibilities

• Handle inbound/outbound customer contacts across HSBC products and propositions, with focus on corporate customers
• Provide fast and efficient service by making decisions upon request or transactions defined within his/her parameters of authority
• Deliver first-contact resolution by accurately diagnosing issues, completing required research, following up with customers, or routing/escalating to the right team
• Achieve individual KPIs while maintaining high service quality, documentation standards, and compliance at all times

Skills

Bahasa Indonesia

English proficiency

Analytical thinking

Ownership mindset

Job description

Some careers shine brighter than others.

If you’re looking for a role that will help you stand out at HSBC, take a look at how you can fulfil your potential.

Our GCOO organisation is critical for HSBC. This team partners closely with business teams to drive simplification and deliver exceptional customer outcomes in Asia and the Middle East region which covers 26 markets, 600+ offices and branches, and more than 140,000 employees. By strengthening our control environment and enhancing risk management, we drive operational excellence and enable the bank to deliver focused and sustainable growth in this super-region.

Responsibilities:

• Handle inbound/outbound customer contacts across HSBC products and propositions, with focus oncorporate customers.
• Provide fast and efficient service by making decisions upon request or transactions defined within his/her parameters of authority.
• Deliverfirst-contact resolutionby accurately diagnosing issues, completing required research, following up with customers, or routing/escalating to the right team.
• Achieve individual KPIs while maintaining high service quality, documentation standards, and compliance at all times.

To be successful in this role, you should meet the following requirements:

• 1 year of working experience in Contact Centre area
• Possess strong communication skills in Bahasa Indonesia and working proficiency in English
• Possess strong analytical and problem-solving capability; able to take ownership, follow through, and ensure “right first time” outcomes.
• Possess flexible/rotating shifts in a high-volume, fast-paced contact center environment.

You’ll achieve more at HSBC

HSBC is committed to building a culture where all employees are valued, respected and every opinion counts. We take pride in providing a workplace that fosters professional development, flexible working, and opportunities to grow within an inclusive and diverse environment. We want everyone to achieve their potential with equality regardless of gender, ethnicity, disability, religion, age, or any other trait protected by applicable law. If you need any support or have any access requirements, we encourage you to inform us through email at [e-mail] at the time of your application, so that we can support you through your recruitment journey.