Job description

SOME CAREERS HAVE MORE IMPACT THAN OTHERS.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
Wealth and Personal Banking (WPB) helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs. Wealth and Personal Banking has four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of wealth and retail banking capabilities: Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation.
We are currently seeking a high calibre professional to join our team as an Officer, Customer Support.

Principal Responsibilities

• Complaint Management:
• Act as a primary point of contact for handling escalated customer complaints, ensuring timely and effective resolution
• Monitor and manage the end-to-end complaint process, ensuring customer concerns are addressed promptly and professionally
• Analyse complaints to identify recurring issues or trends, providing actionable insights to improve service quality
• Collaborate with relevant teams to implement corrective actions and improve processes to prevent future complaints
• Knowledge Management:
• Assist in updating and maintaining the Knowledge Management Tool to ensure all information is accurate, up to date, and easily accessible for contact centre staffs
• Collaborate with subject matter experts and other departments to incorporate new information or processes into the Knowledge base
• Reporting and Analysis:
• Assist in compiling and analysing data related to customer complaints knowledge management usage, and overall service performance
• Provide regular reports on trends, issues and potential area for improvement
• Work with management to recommend improvements based on analysis of complaints and training outcomes

Requirements

• Bachelor’s degree/Diploma in Business Administration, Communications, or a related field
• Prior customer service or contact centre experience is a plus but not required
• Strong understanding of complaint resolution processes and customer service best practices

To be considered for this role, the relevant rights to work in Singapore is required.

• Complaint Management:
• Act as a primary point of contact for handling escalated customer complaints, ensuring timely and effective resolution
• Monitor and manage the end-to-end complaint process, ensuring customer concerns are addressed promptly and professionally
• Analyse complaints to identify recurring issues or trends, providing actionable insights to improve service quality
• Collaborate with relevant teams to implement corrective actions and improve processes to prevent future complaints
• Knowledge Management:
• Assist in updating and maintaining the Knowledge Management Tool to ensure all information is accurate, up to date, and easily accessible for contact centre staffs
• Collaborate with subject matter experts and other departments to incorporate new information or processes into the Knowledge base
• Reporting and Analysis:
• Assist in compiling and analysing data related to customer complaints knowledge management usage, and overall service performance
• Provide regular reports on trends, issues and potential area for improvement
• Work with management to recommend improvements based on analysis of complaints and training outcome