Responsibilities

• Investigate and resolve customer complaints in line with HSBC policies
• Communicate with customers via phone, email, and written correspondence, ensuring clarity and empathy throughout.
• Document all complaint details accurately and maintain comprehensive records.
• Liaise with relevant departments to gather information and facilitate resolution.
• Ensure timely resolution of complaints, meeting service level agreements and deadlines.
• Customer Focus: Demonstrates empathy, patience, and a commitment to delivering positive outcomes.
• Communication: Clear, concise, and professional in both written and verbal interactions.
• Attention to Detail: Maintains accuracy in documentation and case handling.
• Resilience: Handles challenging situations calmly and professionally.
• Collaboration: Works effectively with colleagues across teams to resolve complaints.

Req...