SME - CLM HELPDESK

As an SME - CLM HELPDESK at HSBC, you will be working in a contact center environment, handling multiple customer queries and complaints. Your responsibilities will include providing quality customer service over the phone, interpreting and handling complex customer enquiries, taking ownership of resolving issues, achieving key performance indicators, and maintaining operational risk control and compliance. You will need to communicate effectively with customers, defuse challenging situations, and provide efficient and accurate service. Additionally, you will be expected to participate in team activities, sustain team spirit, and assist in day-to-day operations. **Key Responsibilities:** - Work in a contact center environment handling multiple customer queries and complaints - Provide quality customer service over the phone to resolve complaints and enquiries - Interpret and handle complex customer enquiries to offer relevant solutions - Achieve individual key performance indicators and maintain operational risk control - Defuse irate customers and resolve challenging inquiries with negotiation skills - Communicate positively with team members, customers, and partners - Direct customer queries to relevant teams for best service - Assist in managing day-to-day operations and support peers if needed - Participate in team meetings and activities to sustain team spirit **Qualifications:** - Minimum 2 years of customer service/helpdesk experience - Proficient in English (Written/Spoken) with good typing skills - High school diploma or equivalent education - Open to working flexible shifting schedules - Customer-centric with the ability to thrive in a team environment - Proficiency with personal computers and basic software packages - Excellent verbal and written communication skills - Patience, empathy, and a focus on delivering what is promised In addition, it would be beneficial to: - Participate in team development and foster co-worker relationships - Provide alternate solutions to customers and justify compensation with rationale - Contribute to a supportive work environment with people-centric values - Build professional relationships with colleagues - Acquire and update knowledge on relevant processes - Complete data requirements in a timely manner and suggest ways to improve customer service You will be part of a dynamic team at HSBC, where your contributions will be valued and your growth opportunities will be supported. Personal data held by the Bank relating to employment applications will be used in accordance with their Privacy Statement, available on their website.,