People Contact Support Specialist

HSBC; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading global bank is seeking a People Contact Center Specialist to provide exceptional customer service and support. The role involves managing inquiries, mentoring, and maintaining high standards of communication in a fast-paced environment. The ideal candidate will have substantial experience in customer service and demonstrate empathy and effective relationship-building skills. This position offers competitive benefits and a commitment to diversity and inclusion.

Servicios

Paid leave for personal events

Inclusive and diverse work culture

Opportunities for professional development

Formación

• 2+ years customer service and/or call center experience.
• Proficiency in required languages.
• Ability to work in a high-volume, fast-paced environment.

Responsabilidades

• Handle inquiries with a professional and employee-focused approach.
• Ensure a quality customer experience using soft skills.
• Mentor new joiners.

Conocimientos

Customer service skills

Communication skills

Empathy

Problem-solving

Herramientas

PeopleSoft

Basic software packages

Descripción del empleo

Overview

Role: People Contact Center Specialist – HSBC Global Service Center (GSC).

We are seeking an experienced professional to join our team and support a professional, employee-focused customer experience.

Responsibilities

• Use a professional and employee-focused approach to handle inquiries; ensure a quality customer experience by using soft skills and empathy to diffuse difficult situations; ensure excellent verbal and written communication skills are exercised at all times.
• Handle multi-country and multi-product inquiries with accuracy and confidence.
• Help customers navigate through Tier 0 (self-service) tools and functionality.
• Understand the scope of services and escalate to tier 2 when appropriate.

Qualifications and Experience

• Demonstrate a consultative approach and build effective relationships with peers and other HR professionals.
• Act as a role model for HSBC values and demonstrate the highest level of personal and ethical behavior.
• Seek feedback from customers and stakeholders on a regular basis in order to develop more effective solutions.
• Mentor new joiners.

What additional skills will be good to have

• 2+ years customer service and/or call center experience.
• 1+ years Human Resources Contact Center experience or equivalent is an advantage but not required.
• Must be proficient in language(s) required by the process.
• Open to working flexible shifting schedules.
• Must be customer focused and have the ability to thrive in a team environment, seeking feedback and open to development.
• Ability to work in a high-volume, fast paced environment is required.
• Proficiency with personal computers and basic software packages and specialised applications.
• PeopleSoft experience preferred.
• Excellent verbal and written communication skills.

Desirable

• Financial Services (or Professional Services) background.
• Experience of managing the people aspects of change programmes.

You’ll achieve more when you join HSBC!At HSBC we offer our colleagues a greater number of days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and care.

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workspace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc. We consider all applications based on merit and suitability to the role.

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.

Issued by HSBC Electronic Data Processing (México) Private LTD