Online Complaint Resolution Agent

About the Company

HSBC Holdings plc is one of the largest banking and financial services organizations in the world, serving more than 40 million customers worldwide across 64 countries and territories. Our ambition is to be where the growth is, connecting customers to opportunities, enabling businesses to thrive and economies to prosper, and ultimately helping people to fulfill their hopes and realize their ambitions. We are committed to diversity and inclusion, fostering a workplace where every employee can achieve their potential.

Job Description

As an Online Complaint Resolution Agent, you will be the frontline representative responsible for addressing and resolving customer complaints received through various digital channels. This remote role requires a high level of empathy, excellent communication skills, and a methodical approach to problem-solving, ensuring customer satisfaction and maintaining the bank’s reputation for excellent service. You will be a crucial point of contact, transforming potentially negative experiences into positive outcomes.

Key Responsibilities

• Investigate and resolve customer complaints efficiently and effectively via online platforms (email, chat, social media).
• Communicate clearly and empathetically with customers to understand their concerns and provide appropriate solutions.
• Document all interactions and resolutions accurately in the customer relationship management (CRM) system.
• Collaborate with internal departments to gather information and facilitate resolution of complex issues.
• Identify recurring issues and contribute to process improvement initiatives to enhance customer experience.
• Adhere to company policies, regulatory guidelines, and service level agreements (SLAs).
• Maintain a high level of product and service knowledge to provide accurate information and advice to customers.

Required Skills

• Proven experience in customer service or complaint resolution, preferably in a remote setting.
• Exceptional written communication skills in English and Cantonese/Mandarin.
• Strong problem-solving abilities and a customer-centric mindset.
• Proficiency in using CRM software and online communication tools.
• Ability to work independently and manage time effectively in a remote environment.
• High-speed internet access and a suitable home office setup.
• Excellent attention to detail and accuracy.

Preferred Qualifications

• Associate's or Bachelor's degree in Business, Communications, or a related field.
• Previous experience in the financial services industry.
• Familiarity with regulatory compliance standards relevant to customer complaints (e.g., banking regulations).
• Experience with live chat and social media customer service platforms.

Perks & Benefits

• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holidays.
• Employee assistance program for personal and professional support.
• Professional development and training opportunities to enhance your skills.
• Opportunities for career advancement within a global organization.
• Remote work flexibility with a supportive team environment.
• Performance-based bonuses and recognition programs.
• Employee discounts on various banking products and services.

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