Contact Centre Genelralist - HSBC Global Services Ltd - Malta

Contact Centre Genelralist   - Malta


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.

With over 20 different nationalities working in our HSBC contact center we are committed to creating a truly diverse working environment and are proud to be an equal opportunity employer. Our Contact Centre Business also plays a central role in maintaining our reputation as a leader in banking. The Operation serves as a vital channel in ensuring successful business development while addressing through both inbound and outbound communication channels. The value of our Contact Centre Business continues to grow as it cultivates collaboration and improved financial services provision across a broad range of our business areas.

We are currently looking for dedicated and enthusiastic professionals to join our Customer Service teams. Banking and Contact Centre experience are not essential. What we’re really interested in is a genuine passion for going above-and-beyond for our customers through social media platforms, emails and phone calls – everything else we can teach you!


This vacancy is based in Malta.


What we will offer you:

  • Discretionary bonus scheme with a competitive base salary:  starting salary EUR 17,000

  • Market-leading training and development program leading to excellent CareerProgression opportunities

  • Attractive benefit package such as Medical insurance coverage for employee and for additional dependents, preferential rates on lending facilities on completion of probationand HSBC global shareoptions

  • Additional significant life event leave (e.g. marriage, maternity & paternity) that takes careof yourwell-being

  • Childcare subsidy - childcare costs up to €350 every quarter peremployee

  • 5-day working shift pattern - 8 hour shift with an hour breaktime

  • An onsite Cafeteria catering to multiple cuisines, confectionerystore

  • Opportunity to get involved in social and sportsactivities

  • Rewards and Recognition for your success and contribution to theteam

  • Great team environment and progressive career advancementopportunities

  • Various HSBC leave policies that allow you to rest, recuperate and balance personal and familycommitments


In this role, you will be:

  • Working in a Contact Centre environment handling multiple customer calls fromour Customers typically on multiple products and orpropositions.

  • Providing high quality service to achieve maximum customer satisfaction by resolvingthe customer query at first contact wherepossible.

  • Listening to the customer and establishing their needs to offer relevant products, servicesand solutions leaving Customer fully in control.

  • Taking ownership and initiative to complete necessary research and customer follow upor direct the customer to the appropriate department forresolution.

  • Responsible for achieving individual key performance indicators and developmentwhilst maintaining appropriate operational risk control and compliance in allactivities.

  • Advising, communicating, empathising, resolving conflict and responding sensitively toclients


To be successful in this role, you will need the following requirements:


  • Demonstrate an ability to acknowledge emotions and requests effectively, andask appropriate probingquestions

  • Be concise and clear in written and spokencommunication

  • Apply basic and numerical reasoning when handling customerenquiries

  • Own issues to completion and a willingness to helpothers.

  • Flexibility to work on shift duties (including weekends and public holidays)

  • Good command of English, both written and spoken

  • Excellent customer-serving manner, communication and problem solvingskills

  • Ability to Multi-task, such as answering, typing and toggling through different screenswhile assisting customers on thecall.


Apply now on:


You’ll achieve more when you join HSBC.