Customer Experience Specialist

2 months ago


Kuala Lumpur, Malaysia HSBC Full time

-Job description

**Some careers have more impact than others.**

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC’s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs.

We are currently seeking an ambitious individual to join our Wealth and Personal Banking team in the role of **Customer Experience Specialist**.**

This role drives the Bank’s strategic imperative to make HSBC one of the world’s leading brands for customer experience and put into place critical checks that would create the distinct HSBC customer relations end to end at critical touch points.

The purpose of the role is to ensure that throughout the organization, from leadership to the front line, the perspective of the customer is at the forefront of our thinking. It is a specialist and strategically focused role, using research, recommendation and driving action to create a positive customer experience and measure it in a way that is consistent across the Group in driving service excellence. It is to stimulate thinking and action for the next or future practice our customers will experience and will achieve this by ensuring through evaluating the situation from the customer’s perspective and not “inside out” view of the world.

**Principal Responsibilities**

The role holder is a key contributor to drive unparalleled Customer Experience through:

- Accountability to elevate Wealth and Personal Banking channels’ understanding and implementation of CARE standards.
- Drives customer service improvement to enhance customer service level through identifying top customer pain point root-causes and prioritization for fixes
- Responsible in measurement and tracking of key customer metrics outcome and lead advisory to stakeholders to improve overall SLA and customer experience
Requirements
- A minimum requirement of Bachelor’ Degree is needed for the role.
- Excellent communication skills - both verbal and written
- Excellent language proficiency in English and Bahasa Malaysia.
- Requires good basic PC operating skills: Ms. Word, Powerpoint, Excel, etc.
- Highly motivated, results-oriented and prepared to accept challenging goals.
- Able to work independently and is customer-oriented.
- Able to work under pressure

Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role.

**Opening up a world of opportunity.**

**Issued by HSBC Bank Malaysia Berhad



  • Kuala Lumpur, Kuala Lumpur, Malaysia World Courier (Malaysia) Sdn Bhd Full time

    We are seeking a Customer Experience Specialist to provide exceptional service to our clients. The successful candidate will be responsible for managing client relationships, resolving issues, and ensuring that customer needs are met.Key Responsibilities• Monitor and track shipments using our systems• Provide accurate and timely information to clients•...


  • Kuala Lumpur, Malaysia Customer Connect Malaysia Full time

    At CCM, we won't forget what makes customers happy, simply because we are customers too. We are obsessively passionate about being a happy customer ourselves to remind us how to treat others the same way. We come to work every day with one simple belief - we too can make a difference for your customers. This is our lifelong goal simply because we love what...


  • Kuala Lumpur, Malaysia Customer Connect Malaysia Full time

    At CCM, we won't forget what makes customers happy, simply because we are customers too. We are obsessively passionate about being a happy customer ourselves to remind us how to treat others the same way. We come to work every day with one simple belief - we too can make a difference for your customers. This is our lifelong goal simply because we love what...


  • Kuala Lumpur, Malaysia Castlery Full time

    **Customer Experience Specialist** Castlery is looking for a **Customer Experience Specialist** to join our **Customer Experience Department.** The Customer Experience (CX) team bridges every touchpoint between Castlery and the customer, whether it's through a physical store, an online shopping cart or any other touch point where one interacts with...


  • Kuala Lumpur, Malaysia LTS Search Full time

    WE ARE HIRING CUSTOMER EXPERIENCE SPECIALIST! - Salary Range : RM 3,000 - RM 3,500 + KPI RM 500 - Working Days : 5 Working Days Monday - Friday, 2 Days Off - Working Hours : 8AM-5PM (24/7 Rotational Shift in the Future) - Working Location : Subang Jaya Roles & Responsibilities: - Ensures all customer inquiries/ issues/ complaints are resolved according to...


  • Kuala Lumpur, Malaysia Agensi Pekerjaan Language Talent Solutions Sdn Bhd Full time

    Designation: Customer Experience Specialist - Mandarin speaker Location: Subang Jaya Working hours: 9 AM - 6 PM (Daytime shift) Working days: Monday to Friday (must be available for 24/7 rotational shift) **Salary**: RM3,000 - RM3,500 + RM500 KPI allowance **Requirements**: - Fluent in English and Mandarin (both verbal and written) - SPM and above - Able...


  • Kuala Lumpur, Malaysia EVA Global Full time

    **Join Us in Kuala Lumpur** **as a Dutch-Speaking Customer Experience Specialist!** **About the Role**: Hey there! Are you fluent in **English** **and passionate about providing stellar customer service and want to work from Kuala Lumpur? We're expanding our vibrant team in Malaga, Spain, and we want you! If you're a communication whiz and love the idea of...


  • Kuala Lumpur, Malaysia Holafly Full time

    **About Holafly** Holafly is a fast-growing start-up that is changing how travelers connect to the internet abroad. ✈ We are a young and international team of over 300 people based worldwide! Since 2018, we have helped thousands of travelers by providing global internet to more than 170 worldwide destinations. **What are we looking for** **Key...


  • Kuala Lumpur, Malaysia Airbus Customer Services Sdn Bhd Full time

    You will be in charge of the operations and solutions management in the frame of Flight Hour and LRU Services. The Industrial solutions manager will work within a team of repair & transport/logistic solutions experts. The main aim of this team is to build and maintain the set-up for FHS repair & Transport supply chain. To maintain and improve this industrial...


  • Kuala Lumpur, Malaysia Agoda Full time

    **About Agoda** Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with more than 3.6 million accommodations globally. Based in Asia and part of Booking Holdings, our 6,000+ employees representing 90+ nationalities foster a work environment rich in diversity,...


  • Kuala Lumpur, Malaysia Agoda Full time

    **About Agoda** Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with more than 3.6 million accommodations globally. Based in Asia and part of Booking Holdings, our 6,000+ employees representing 90+ nationalities foster a work environment rich in diversity,...


  • Kuala Lumpur, Malaysia Comfort Works Full time

    **The Role** Comfort Works is looking for an enthusiastic and dedicated customer experience officer to enhance our customer experiences for the Western market. You will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer services. **Key Responsibilities**: **Tracking Customer...


  • Kuala Lumpur, Malaysia Comfort Works Full time

    **The Role** Comfort Works is looking for an enthusiastic and dedicated customer experience officer to enhance our customer experiences for the Western market. You will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer services. **Key Responsibilities** Tracking Customer Experiences -...


  • Kuala Lumpur, Malaysia Malaysia Airlines Full time

    **Reports To**: Assistant Manager, Customer Experience & Operations **Role Purpose**: Responsible for account management, implementation, and act as solution provider for internal clients in MAG Group and to 3rd party customers. To assist in identifying new business opportunities, revolutionize business processes, and execute business to ensure the...


  • Kuala Lumpur, Malaysia Malaysia Airline Full time

    **Job Title**: Executive, Customer Experience & Operations **Reports To**: Assistant Manager, Customer Experience & Operations **Role Purpose**: Responsible for account management, implementation, and act as solution provider for internal clients in MAG Group and to 3rd party customers. To assist in identifying new business opportunities, revolutionize...


  • Kuala Lumpur, Malaysia Agensi Pekerjaan VR Excellent (M) Sdn Bhd Full time

    **Customer Service Specialist - Kuala Lumpur** **Job role**: **Requirements**: - Previous experience in sales and/or customer service - Excellent face to face and phone communication skills with customers - Fluent in Chinese - Ability to build and nurture relationships with customers, clients and agents - The ability to manage a diverse range of tasks - A...


  • Kuala Lumpur, Malaysia Axpara Full time

    The Specialist (“Specialist”) is a key commercial position that is dedicated to delivering Mesh Bio’s healthcare software solutions to customers and partners. The Specialist is expected to work together with other company functions, including the Sales and the Product Management departments in meeting customers’ needs.Responsibilities and Duties -...

  • Service Advisor

    5 months ago


    Kuala Lumpur, Malaysia Stuttgarage - Continental Car Specialist Full time

    Service Advisor diperlukan untuk membantu syarikat memastikan pelanggan mendapat servis yang terbaik di Stuttgarage - Continental Car Specialist SYARAT-SYARAT KELAYAKAN - Skil komunikasi yang sangat baik - Pengalaman sebagai Automotive SA - Boleh bekerja di dalam team - Menepati masa dan disiplin yg tinggi - Jujur & amanah **Gaji: RM2,700 -...


  • Kuala Lumpur, Malaysia Britishpedia Media Group Sdn.Bhd. Full time

    **Title: Customer Care Specialist** **Company**:Britishpedia Media Group Sdn. Bhd. **Employment Type**: Full-time **Basic Salary**: RM 2300 - RM 2800 **Location**: Kuala Lumpur **About the Company**: At Britishpedia Media Group (BPH), we're more than just a publishing house - we're storytellers. Founded in 2013, we specialize in sharing inspiring life...


  • Kuala Lumpur, Malaysia SummitNext Technologies Sdn Bhd Full time

    **We, SummitNext Technologies Sdn. Bhd. is a BPO and Technology Solutions provider located in PJ, Selangor, where innovation meets excellence.** As we embark on our rapid expansion, we are eagerly seeking talented individuals to join our team as **Customer Service Specialists,** providing unrivalled support to our clients. **Position** Customer Service...