Contact Center Shared Services Representative

11/18/2025

The role involves handling multiple customer queries in a contact center environment and providing quality customer service over the phone. The representative must interpret complex customer inquiries and ensure timely resolution while maintaining high levels of customer satisfaction.

Working Hours

40 hours/week

Company Size

10,001+ employees

Language

English

Visa Sponsorship

About The Company

Opening up a world of opportunity for our customers, investors, ourselves and the planet. We're a financial services organisation that serves more than 40 million customers, ranging from individual savers and investors to some of the world’s biggest companies and governments. Our network covers 58 countries and territories, and we’re here to use our unique expertise, capabilities, breadth and perspectives to open up a world of opportunity for our customers. HSBC is listed on the London, Hong Kong, New York, and Bermuda stock exchanges. To view our social media terms and conditions please visit the following webpage: http://www.hsbc.com/social-TandCs

About the Role

Some careers have more impact than others.If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. 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.HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.We are currently seeking an experienced professional to join our team in the role of Contact Center Shared Services Representative.In this role, you will: <ul><li style="line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif; color: black;">Working in a contact center environment handling multiple customer queries from our customers typically on multiple products and or propositions</li><li style="line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif; color: black;">Providing quality customer service over the phone to resolve customer enquiries at a high level of customer satisfaction.</li><li style="line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif; color: black;">Ability to interpret and handle complex customer enquiries to establish their needs and offer relevant products, services, and solutions.</li><li style="line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif; color: black;">Taking ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution.</li><li style="line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif; color: black;">Responsible for achieving individual key performance indicators and development whilst maintaining appropriate operational risk control and compliance in all activities.</li><li style="line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif; color: black;">Advising, communicating, empathizing, resolving conflict and responding sensitively to clients</li><li style="line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif; color: black;">Responsible for ensuring resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction</li><li style="line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif; color: black;">Recognize and adjust support approach to accommodate all levels of customer’s experience & Communicate positively with team members, customers, and other partners.</li></ul>To be successful, you will:<ul><li style="line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif; color: black;">Must have education standard to at least high school diploma and be of a legal working age</li><li style="line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif; color: black;">Must be proficient in English (Written/Spoken) with good typing skills</li><li style="line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif; color: black;">Open to working flexible shifting schedules</li><li style="line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif; color: black;">Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development</li><li style="line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif; color: black;">Takes pride in delivering what is promised in line with the customer and service expectations</li><li style="line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif; color: black;">Wants to do a good job, is concerned about getting it right for the customer and checks everything is in order</li><li style="line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif; color: black;">Ability to work in a high-volume, fast paced environment is required</li><li style="line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif; color: black;">Proficiency with personal computers and basic software packages and specialised applications</li><li style="line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif; color: black;">Excellent verbal and written communication skills and is polite and friendly at all times</li></ul>You’ll achieve more when you join HSBC.www.hsbc.com/careersHSBC 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. ***Issued by HSBC Electronic Data Processing (India) Private LTD***

Key Skills

Customer ServiceCommunicationProblem SolvingConflict ResolutionTeamworkResearchFlexibilityEmpathyTime ManagementAttention to DetailTyping SkillsOperational Risk ControlComplianceCustomer CentricityHigh Volume EnvironmentSoftware Proficiency