Customer Service Executive (Mandarin/Cantonese Speaker)

HSBC; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading global bank in Kuala Lumpur is seeking individuals who can handle customer banking inquiries and drive excellent customer experiences. The ideal candidates will thrive in a fast-paced environment, possess strong communication skills, and demonstrate a customer-centric attitude. They must be flexible, adaptable to change, and eager to continuously develop their capabilities. Proficiency in Mandarin or Cantonese is a plus and candidates should ideally have the right to work locally without relocation.

Benefits

Flexible working opportunities

Continuous professional development

Inclusive and diverse work environment

Qualifications

• Must be flexible, customer centric and thrive in a team environment.
• Proficiency with personal computers and basic software packages.
• Excellent communication skills, polite and friendly.

Responsibilities

• Handle a range of banking inquiries to support customers' needs.
• Deliver strong customer experience through each interaction.
• Adhere to HSBC's values and behaviors in every interaction.

Skills

Customer centricity

Excellent communication skills

Flexibility

Ability to thrive in a team environment

Job description

Build your career with an ever-growing, fast paced, dynamic team. A team which lives by “Speak Up” culture, who “works hard and plays hard”, who values diversity, who wants you to not just stay but come to work, where leaders will spend time with you, invest in your development, and promote work–life balance.

What you’ll do:

Impact on the Business

Competent in handling a range of banking enquiries to successfully support a customer in their banking needs. Handling inbound and outbound (where appropriate) customer interactions. Delivering a strong customer experience through each interaction, demonstrating ownership to drive first call resolution.

Customers / Stakeholders

Adheres and drives HSBC’s values and behaviors in every customer interaction, always doing what is right. Focusing on our customer’s current requirements, while anticipating their changing future needs and priorities. Working hard to meet these needs, which could include supporting them with access to online facilities, banking products and services to helping them manage their accounts. Always delivering open and honest communication through the conveying of information in a simple and understandable ways to build customer relations. Taking personal responsibility for driving the right customer outcomes in a fast paced and changing environment.

Leadership & Teamwork

A genuine interest in customers and a passion for the service you provide. Able to adapt to innovation and technological change to work smarter, improve service and connect with our customers more sustainably. Embraces and implements change that will improve our business performance. Ability to follow established procedures and use personal judgement to support customers. Demonstrates resilience to pressure and the challenges this brings while adapting to critical work demands with flexibility. Able to demonstrate an understanding of the risks associated with role and responsibilities and the impact these have. Proactive desire for self‑development in skills required to further support our customers and better their banking experience.

Operational Effectiveness & Control

Suggests ideas and contributes to implementing of change to better support our customers. Responsible for own development and actively seeks ways to better their own skills and capabilities. Adherence to documented policies and procedures, whilst maintaining quality and compliance standards through use of various support tools and escalation points. Promotes and encourages the highest level of customer service in every interaction. Ability to effectively manage work schedules well, by being ready and available to handle customers’ enquiries efficiently.

What you will need to succeed in the role

Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development. Takes pride in delivering what is promised in line with the customer and service expectations taking ownership and helping to drive first contact resolution while catering to need‑based solutions. Ability to work in a high‑volume, fast paced changing environment as required. Proficiency with personal computers and basic software packages and specialised applications. Excellent communication skills and is polite and friendly at all times. Equipped to deal with customer conversations by displaying patience and empathy. Ability to follow process and procedures to mitigate risk/errors. Must be competent to handle a set of core skills required for the role which includes general banking and credit card queries.

What additional skills will be good to have?

• Mandarin OR Cantonese speaker is required.
• Resilience in role will support the role holders in working in a busy work environment irrelevant of location.
• Regular changes to procedures and advances in technology will regularly impact the role holder. Therefore, pro‑activeness and ability to embrace change will ensure success.
• A passion for continued learning will also support the role holder in their ability to gain stronger and better skills and capabilities.
• Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.
• As per business demand, candidates with immediate right to work locally and no relocation need will be prioritised.

You’ll achieve more at HSBC

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 workplace 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, their 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.