Welcome to HSBC, where we strive to provide exceptional customer service to all our clients. As a Complaints Handler, you will play a crucial role in ensuring our customers' concerns are addressed and resolved in a timely and efficient manner. We are looking for a highly empathetic and solution-oriented individual who has a strong understanding of the banking industry and is passionate about delivering exceptional customer experiences. If you have excellent communication skills, a proactive attitude, and a minimum of 2 years experience in a similar role, we invite you to join our dedicated team and help us continue to provide top-notch service to our valued customers.
- Handle customer complaints and concerns in a timely and efficient manner.
- Empathize with customers and actively listen to their concerns.
- Investigate and analyze complaints to determine the root cause and find appropriate solutions.
- Communicate effectively with customers to provide updates and resolutions to their complaints.
- Collaborate with other departments and teams to resolve complex complaints.
- Maintain a strong understanding of HSBC products, policies, and procedures.
- Keep up-to-date with industry trends and regulations related to customer complaints.
- Identify and escalate systemic issues or potential areas of improvement to management.
- Maintain accurate records of all customer interactions and complaints.
- Continuously strive to improve customer satisfaction and loyalty.
- Provide coaching and training to new team members as needed.
- Adhere to company standards and guidelines for handling customer complaints.
- Maintain a positive and professional attitude at all times.
- Meet individual and team performance targets for resolving complaints.
- Stay updated on company updates and changes to ensure accurate and efficient handling of complaints.
Excellent Communication Skills: A Complaint Handler At Hsbc Must Possess Strong Communication Skills To Effectively Interact With Customers And Address Their Concerns. This Includes Active Listening, Clear And Concise Verbal And Written Communication, And The Ability To Remain Calm And Professional In Challenging Situations.
Customer Service Experience: Hsbc Values Exceptional Customer Service, And Therefore A Complaint Handler Should Have Prior Experience In A Customer-Facing Role. This Could Include Previous Work In A Call Center, Retail, Or Hospitality Industry, Where The Individual Has Demonstrated The Ability To Handle Customer Complaints Effectively.
Problem-Solving Skills: Complaint Handling Requires The Ability To Analyze Complex Situations And Come Up With Effective Solutions. A Complaint Handler At Hsbc Should Be Able To Think Critically, Identify The Root Cause Of The Issue, And Offer Appropriate Solutions To Satisfy The Customer.
Knowledge Of Banking Regulations: Hsbc Is A Highly Regulated Industry, And A Complaint Handler Must Have A Good Understanding Of Banking Regulations And Procedures. This Includes Knowledge Of The Bank's Policies And Procedures For Handling Complaints, As Well As Any Relevant Regulatory Requirements.
Empathy And Patience: Dealing With Unhappy Customers Can Be Challenging, And A Complaint Handler Must Be Able To Approach Each Situation With Empathy And Patience. This Includes Understanding The Customer's Perspective, Actively Listening To Their Concerns, And Remaining Calm And Composed Throughout The Interaction.
Communication
Time Management
Attention to detail
Stress Management
Negotiation
Conflict Resolution
customer service
Analytical Thinking
Active listening
Empathy
Problem-Solving
Mult
Communication
Conflict Resolution
Leadership
Time management
creativity
Critical thinking
Attention to detail
Teamwork
Adaptability
Problem-Solving
According to JobzMall, the average salary range for a Complaints Handler in London, UK is £20,000 to £30,000 per year. This can vary depending on the industry, company, and level of experience of the individual. Some companies may also offer bonuses or commission on top of the base salary for this role.
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HSBC Holdings Plc operates as a holding company for the HSBC Group. It provides banking and financial services through four global businesses, including Retail Banking and Wealth Management, Commercial Banking, Global Banking and Markets and Global Private Banking. The company's operating segments are organized into six geographical regions, including Europe, Hong Kong, Rest of Asia Pacific, Middle East and North Africa, North America and Latin America.
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