Part Time Customer Service Ambassador

Part Time Customer Service Ambassador

We are currently seeking a high-calibre professional to join our team as a Part Time Customer Service Ambassador.

In this role you will:

• Demonstrate the ability to be efficient and effective with time.
• Deliver an excellent level of customer service at the branch.
• Ask the right questions for every business decision and help detect, deter, and protect against financial crime.
• Act as the first contact point for customers in a warm and caring manner to ensure their journey with HSBC is highly satisfied.
• Act as a bridge between branch staff and customers from the ethnic minority community.
• Connect with customers who may speak one or more different languages (e.g., Urdu, Nepali) and help meet their needs.
• Understand customers’ needs and direct them to the right area of the branch to ensure their needs are fulfilled during their visits.
• Establish good rapport and relationships with customers, handling their requests and enquiries skillfully.
• Address customers’ dissatisfaction and escalate to appropriate staff members to minimize further complaints.
• Share with the community about new services and branches welcoming Hindu, Urdu, and Nepali speakers.
• Provide support to the Customer Service Manager as and when required.
• Perform other branch operational duties as assigned after banking hours.
• Assist other team members to complete their work and keep the team on track.
• Actively support the management of the bank hall environment to ensure efficient, customer-friendly, and professional service delivery, including service attributes such as Branch iNPS and Queue Performance.
• Identify ways to improve counter service and queue management.
• Understand and apply bank policies and procedures.
• Identify and escalate risks and issues promptly.

To be successful you will need:

• Clear commitment to supporting the ethnic minority community and/or volunteer work (preferred).
• Previous customer service experience is highly recommended.
• Front office retail banking experience would be advantageous, but not required.
• Interest in learning more about the inner workings of the banking industry.
• Strong interpersonal and teamwork skills.
• Detail-oriented, patient, positive, and adaptable.
• Fluent in English and/or Cantonese (a must).
• Fluent in Hindu, Urdu, and/or Nepali.