GSC - HR CC Representative - HRDIRECT

1 week ago

Quezon City, National Capital Region, Philippines HSBC Full time

HRDirect is an HR service that provides you with a globally consistent way of accessing HR information and makes the resolution of HR-related queries faster and easier. The service consists of two components and puts user experience at the heart of its design. First is an intuitive Self-Service online portal and an interactive chatbot called Esme, and second is a globally managed Contact Centre with knowledgeable and highly skilled contact centre representatives with access to high quality information for a quick and easy resolution of specialist or sensitive HR queries. The Global Tier 1 Contact Center acts as the first point of contact for employees and manager for their HR needs.

Since 2013, the Tier 1 Contact Centre is present in six (6) countries across the globe and supporting approximately 31 countries and territories.

The Opportunity:
  • 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 scope of services and escalate to tier 2 when appropriate.
What you'll do:
  • 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 scope of services and escalate to tier 2 when appropriate.
Qualifications

What you will need to succeed in the role:

  • 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.
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.
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.

Application Requirements
  • All applicants must have successfully completed their probation period.
  • All applicants must have met the Behaviour Gateway in the last performance appraisal.
  • All applicants should have served at least 18 months in their current functional role and department company.
  • All applicants should inform their respective line manager of their application.
  • Application form should be submitted via CareerLink along with the current CV.
  • All the completed applications should be submitted via CareerLink by 11:59 PM on the closing date.
  • Have not been previously declined for the same post within the last 3 months on the date of submission of their application.
  • Have not been on ANY form of Corrective Action within the last 6 months from the date of application.

Declaring incorrect information in your application (e.g. incorrect performance and behaviour rating; and corrective action status) is considered a SERIOUS OFFENSE based on the HDPP Employee Handbook:

A. Very Serious Offense

"Sec 1. Any acts of dishonesty, which may provide reasonable grounds for the company to lose trust and confidence to the employee, which includes but not limited to the following:

c) Giving false testimony or falsifying any document, records or information or presenting such falsified document, records or information in any study, research inquiry; padding and deliberate overcharging of expenses; tampering with time records; requesting or allowing any individual to log in/out and actually logging in/out any individual."

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