职责描述: • Handles medium complexity customer contacts in a contact centre environment typically on multiple products and or propositions and has the required certifications to engage with customers across multiple segments (i.e. Personal Banking, Internet Banking, etc.). • Provides high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible. Understands the customer and establishes needs to offer relevant products, services and solutions • Takes ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution. • Responsible for achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activities 任职要求: 1.Strong communication skill and written capacity in English. 2.Strong proficency in English email writing. 3.Support achievement of the HSBC vision, Values, goals and culture in personal behaviour, actions and decision making. 4.Contribute to team development, effectiveness and success by sharing knowledge and good practice, working collaboratively with others to create a productive, diverse and supportive working environment. 5.Adhere to HSBC policy, procedures and control requirements applicable to day-to-day working, exceptional and project activities, and raise any concerns about actual or potential issues promptly, in line with reporting and escalation procedures. 6.Ensuring all actions take account of the likelihood of operational risk occurring, addressing areas of concern in conjunction with Risk and relevant line colleagues, and also by ensuring that actions resulting from points raised by internal or external audits, and external regulators, are correctly implemented in a timely fashion.