Global Support Executive
2 days ago
**Role Purpose **_(overall high level summary of the role)_
Handling enquiries from HSBC Bermuda customers in a shift rotational pattern. Responsible for relationship building while resolving customer enquiries in a professional manner. Takes ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution. Is responsible for achieving individual targets and/or sales goals whilst maintaining quality and compliance.
**Principal Accountabilities**:
**Key activities and decision making areas**:
**Weighting**
**%**:
- Impact on the Business
- Ability to process customer queries as per process requirement
- Ability to provide First Contact Resolution to the customer
- To meet all the PLA/KPI target & stretch target
- To ensure self-attendance is below 4% in providing resource to the business
40%
- Customers (External/ Internal)
- Ability to provide a good customer service experience to all external & Internal customers through exceeding the monthly call coaching score of 80% and above
- Complying to the HSBC Core Standard Behavior
- Minimize complaints/ Losses and increase compliments
- Achieve/Exceed customer satisfaction score through the Quarterly Global Review Score
30%
- Leadership & Team work
- Take ownership in self’s performance by working on the AODS through the One To One/Coaching feedbacks
- Participation in the process improvement activities or centre wide activities (NEXT GEN, SMILE)
20%
- Operational Effectiveness & Control
- Comply to the VQ Matrix and reduce operational loss if any
- Keep abreast on the procedural changes to avoid procedural breach
- Minimize error and reworks within specified time
- Adhere to Real Time Adherence
10%
**Management of Risk **_(GHR / FIM requirements)_
To abide by the Group Compliance Policy by containing compliance risk in conjunction with the relevant Compliance
Department. The term compliance embraces all relevant laws, rules and codes with which the business has to apply.
To continually re-assess the operational risks inherent in the business, taking account of changing economic or market
conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new
technology in conjunction with the donor Group companies.
**Observation of Internal Controls **_(GHR / FIM requirements)_
To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators
**Major Challenges **_(The challenges inherent in the role that require a continual test of the role holder’s abilities)_
To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified SLA’s. Responsible for relationship building and resolving customer inquiries in a professional manner.
**Role Context**_ _(The environment and operating conditions of the role including the extent of guidance and authority)_
- Acquire and update knowledge on procedures related to relevant processes.
- Process work as requested by line manager/customer
- Ensure that work is completed in accordance with established procedures and standards
- Works productively and professionally in enhancing customer service and leads.
**Requirements**:
**Education / Relevant Experience / Other Qualifications **_(e.g. Knowledge, Skills, Professional Qualifications required)_
- (For _the role_ - not the role holder. Minimum requirements of the role)_
Demonstrated abilities in an international call centre and / or phone sales experience preferred, but not required. Must have the proven ability to maintain a high level of productivity, while complying with departmental quality standards. Excellent English communication skills required. Computer literate, Excellent negotiation skills required, Business math skills, along with the ability to work in a high-volume, fast-paced environment also required. Flexibility to work shifting schedules as required by the Business Area, Minimum high school diploma and should be of legal age.
-
Global Support Executive
1 week ago
Cyberjaya, Malaysia HSBC Full time**Role Purpose **_(overall high level summary of the role)_ Handling enquiries from Singapore Credit Card HSBC consumers such as Credit Limit, Balance Transfer in a shift rotational pattern. Responsible for building rapport and relationship with the customer in a professional manner. To take ownership and initiative to complete customers follow up or direct...
-
Deputy Global Service Area Manager
6 days ago
Cyberjaya, Malaysia NTT DATA Business Solutions Full timeAs a Deputy Global Service Area Manager (GSAM), you will assume management responsibility for overall successful execution and operations in the services area of the Monitoring Service Alert Handling within the Shared Services organization. You will hold the operational responsibility for the effectiveness and efficiency (global) and overall quality of...
-
Business Development Executive
1 week ago
Cyberjaya, Malaysia kamlax global technologies sdnbhd Full time**JOB POSITION**: BUSINESS DEVELOPMENT EXECUTIVE **LOCATION**: Cyberjaya Assist and support in day-to-day Business Development operation, activities and projects: - Identifying new clients - Fixing meetings and pitch services to new clients - Follow up with the client and maintain a good relationship - Account manage current clients and directly support...
-
Teacher of Global Perspectives
7 months ago
Cyberjaya, Malaysia Abedeen Academy Sdn Bhd Full time(Subject) **Requirement (mandatory)**: - Age 26 and above - At least **two years experience** in teaching in an international school - Has a Bachelor’s degree in Education, Social Sciences, International Relations, or a related field and other relevant qualifications - Required language(s) for teaching**:English**: - Proven track record of fostering...
-
Customer Support Executive
7 months ago
Cyberjaya, Malaysia Deriv.com Full time**Why work at Deriv** For 25 years, Deriv has been committed to making online trading accessible to anyone, anywhere. Trusted by over 2.5 million traders worldwide, the company offers an expansive range of trade types and boasts over 200 assets across popular markets on its award-winning, intuitive trading platforms. With a workforce of more than 1,400...
-
Customer Support Specialist
2 weeks ago
Cyberjaya, Selangor, Malaysia Hunters International Sdn Bhd Full timeCompany Overview">Hunters International Sdn Bhd is a technology-enabled global business services company that specializes in customer engagement and improving business performance for top brands worldwide.">">Job Description">We are seeking a skilled Multilingual Customer Service Consultant to join our team. As a bilingual consultant, you will provide...
-
IT Service Desk Agent- Japanese Speaker
2 weeks ago
Cyberjaya, Malaysia NSC Global Full timeOverview: Nscglobal provides network implementation and management solutions to a number of industry leaders, with a focus on enhancing operational simplicity and offering cost savings. “We offer quality build design, deployment, support and management of our client’s communications infrastructure, assisting them in becoming more agile and maintaining...
-
National Sales Manager
1 week ago
Cyberjaya, Malaysia TRT Global Solutions Full time**Introduction** TRT is a Global IT services provider with over 12 sales offices around the world ices to both global and domestic clients in these countries. Due to the TRT restructure of TRTs Global Operations and our Relocation of our Global HQ to Clark Global City in Pampanga Philippines, we are recruiting for National Sales Manager to increase the...
-
Global Procurement Administrator
7 months ago
Cyberjaya, Malaysia Experian Full timeFull-time Employee Status: Regular Role Type: Hybrid Department: Finance Schedule: Full Time **Company Description**: **About Experian** Experian is the world’s leading global information services company. During life’s big moments - from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers -...
-
Application Support Specialist
3 days ago
Cyberjaya, Malaysia DHL Full timeWe are seeking for an experienced Application Support Specialist to join our team. As a Service Owner and Recovery Manager, you will need to ensure all agreed targets and Service Level Agreements are met and emergency incidents are managed and resolved within the agreed target resolution times. **WHAT YOU WILL DO** - To provide advice and identify...
-
Manager, Global Loans Administration
7 months ago
Cyberjaya, Malaysia Royal Bank of Canada Full time**Job Summary** **What is the opportunity?** You will be responsible to review and provide advice to Internal Partners at various stages of credit agreements (pre and post close) to ensure RBC’s ability to deliver on commitments. You will provide expert processing advice and support to the Analysts within the assigned team in the day to day credit...
-
SAP Consultant
7 months ago
Cyberjaya, Malaysia kamlax global technologies sdnbhd Full timeA Diploma, bachelor’s or master’s degree in Financial / Accounting or equivalent - Deep understanding of basic FICO processes - Min 3-8 years’ experience in SAP Finance & Controlling (SAP FICO) - Experience configuring and implementing the following: o Setting up organizational structure and other FICO master data o Finance, accounting, cost controls,...
-
Customer Support Executive
7 months ago
Cyberjaya, Malaysia Deriv Full timeJob Information Job Opening ID - ZR_1792_JOB Industry - Customer Support City - Cyberjaya Country - Malaysia As a Customer Support Executive at Deriv, you’ll be at the forefront of handling customer queries and concerns about our products. Your excellent communication skills and strong knowledge of Deriv’s products will be put to the test as you...
-
Application Support Specialist
7 months ago
Cyberjaya, Malaysia Kamlax Global Technologies SDN BHD Full timeJob Description (JD) Key Skills / Knowledge and Behaviors (if applicable) Application Services - To perform L1/L2 problem investigation - problem identification, root cause analysis, solution definition, SIT/UAT and implementation. - Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems. - Design...
-
Customer Support- Translator
7 months ago
Cyberjaya, Malaysia JP CALIBER SDN BHD Full time**Customer Support Translator (Permananet)** Language: English & Mandarin/Canotnese Location: Tech Mahindra office - Global Solution Centre (**Cyberjaya**) Department: Healthcare **Working hours**: 7pm-4pm 5 working days (Mon-Fri) - Supporting Japanese Market - Mandarin speakers will be translating from doctors to patient - Based in US - Translate to...
-
Associate Specialist, Business Support
1 week ago
Cyberjaya, Malaysia Ansell Global Trading Center Full time**GENERAL SUMMARY OF POSITION** You will be providing maximum customer satisfaction by efficiently managing the customer portfolio of his/her business or region (China region) as well as all internal customer service related processes in close cooperation with his/her internal customers like Sales, Logistics, Marketing, Credit & Control and Master...
-
IT Service Desk Analyst
7 months ago
Cyberjaya, Malaysia JMA Global IT Solutions Sdn. Bhd Full time**Key responsibilities but not limited to: - ** - Work independently with mínimal supervision to provide end-user support services. - Actively participates and executes tasks as defined in the team processes including but not limited to IT Service Management Processes such as Incident Management, Major Incident Management, Problem Management, Request...
-
IT Service Desk Analyst
6 months ago
Cyberjaya, Malaysia JMA Global IT Solutions Sdn. Bhd Full time**Key responsibilities but not limited to: - ** - Work independently with mínimal supervision to provide end-user support services. - Actively participates and executes tasks as defined in the team processes including but not limited to IT Service Management Processes such as Incident Management, Major Incident Management, Problem Management, Request...
-
Procurement Assistant
7 months ago
Cyberjaya, Malaysia HR FIRST Sdn Bhd Full timeJob Descriptions: - Assist in purchasing, planning, contracting and maintaining governance to ensure timely and cost effective delivery of global shipping services, within the assigned area of operation and in accordance with established processes, contributing to the effective delivery of WHO commodities to beneficiaries worldwide - Follow - up on all...
-
Customer Support
6 months ago
Cyberjaya, Malaysia New York Global Consultant Full time**- Fluency in Mandarin/Cantonese & English** **- Skilled at communicating, both orally and in writing in Mandarin/Cantonese & English** **- Basic understanding of linguistics and different cultures.** **- Skilled in adjusting to rapidly changing circumstances** **- Ability to react calmly and effectively in emergency situations** **- Strong attention...