Contact Centre - Social Media & Live Chat representative
HSBC Group
Parramatta, New South Wales, Australia, Asia Pacific
4d ago


Some careers have more impact than others. Retail Banking and Wealth Management (RBWM) serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures.

It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-

centric propositions and innovative and efficient distribution channels. HSBC is expanding its social media presence and we are looking for a Customer Contact Representative to join our dynamic Contact Centre team, based at our Parramatta Office.

This role will be responsible for responding to and servicing our customers through Twitter, Facebook and LiveChat. Our centre operates Monday to Friday between 8am 8pm.

You will be required to work a monthly rotating roster, with a starting time between 8am and 10.30am (7.5 hour working day).

Your main responsibilities in this role are :

  • Respond to queries on the Banks’s social media handles which include Twitter, Live Chat & Facebook.
  • Ensure a consistently high level of service delivery.
  • Maintain a thorough understanding of HSBC’s customer proposition and strong knowledge of the range of products and services offered by RBWM.
  • Effectively question, listen & understand our customers to enable you to fully discover both their financial circumstances and needs.
  • Work collaboratively with internal stakeholders to help achieve positive outcomes in an appropriate and timely manner.
  • Handle customer complaints efficiently.
  • Qualifications

    To be successful in this role, you will need :

  • Strong passion for continuously delivering a superior customer experience
  • Previous experience within retail banking sales and service
  • Advanced social media skills (Facebook, Twitter & Live Chat)
  • Strong ability to work in a fast paced environment while delivering a personalised, friendly & efficient service at all times
  • Outstanding communication skills and ability to engage in effective conversations with customers & to build strong professional rapport.
  • Be able to demonstrate your ability to understand a customer’s requirements through effective discovery.
  • Open to working flexible
  • Shifting schedules

    You’ll achieve more when you join HSBC.

    HSBC is 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.

    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 The Hongkong and Shanghai Banking Corporation Limited. #LI-AS1

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