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Assistant Manager Customer Complaints

HSBC Global Services Limited -
Mumbai, Maharashtra

Apply Now

Job details

Full-time
8 days ago

Qualifications

Customer service
Call centre
Analysis skills
Project management
Quality assurance
Bachelor's degree
Communication skills
Negotiation

Full job description

Some careers open more doors than others.

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. 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.

Business Descriptor

Sales, Distribution and Business Development plays a vital role in understanding and meeting customer needs by offering the right solutions through the right channels to the right customer segments. The team is responsible for implementing distribution strategy, driving the delivery of market leading personal banking customer experiences and thereby maximising customer satisfaction.

Job Profile

AM Complaint quality Assurance to funcion in line with the WPB Complaint Handling Quality Assurance Guidelines which provides a framework for conducting the Quality Assurnce (QA) of classification of customer communications, complaints identification and handling complaints. This provides assurance that customers receive a fair outcome, and their complaint is fully investigated. In addition, it ensures all complaints being identified and resolved have followed the correct procedures whilst ensuring regulatory requirements are fulfilled.

Tasks and responsibilities of the job holder may include the following:

Classification of Customer Communication: Identify potential gaps or risks in the classification of customer communications at WPB contat centre by listening to the customer calls. Ensure agents are following the categorization of customer conversations as complaints, suggestions or queries are executed by the contact centre executives strictly in line with the bank defined guidelines:

Ensure customers receive the right outcome: The quality of the decision made during the customer communication and the customer outcome conclusion, i.e. was it fair, clear and not misleading; the appropriateness of the classification in line with the guidelines.

Quality Assurance reporting and governance :

Quality monitoring results should be reported to senior management on a quartelry basis in the Complaint Management forum and also be presented quarterly basis at the Customer Service Comitte of the Exco.

Improve the effectiveness of customer's interactions with HSBC; thereby reducing the volume and severity of complaints to identify and report complaints and other customer feedback trends which indicate where services or processes need review

Certifications, Qualifications & Experience

Graduate with 1-3 years of experience in service industry/retail sector/customer service roles
Excellent communication and inter-personal skills
Attributes required for the job holder would include: High Motivation Level and Good analytical skills
Ability to collaborate with multiple stakeholders to achieve a common objective
Analytical ability, project management, communication and negotiation skills
Creativity to adopt and migrate concepts within available resources
Knowledge of contact centre systems and quality monitoring tools will be an added advantage.

You’ll achieve more at 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, India

Apply Now

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