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Customer Service Support Specialist with English and German

HSBC Service Delivery (Polska) Sp. z o.o.

HSBC Service Delivery (Polska) Sp. z o.o.

Kapelanka 42a

Dębniki

Kraków

Your responsibilities

  • Keeping obligations and correctness in task execution

  • Build professional relationship and constructive cooperation with co-workers and Business Partner

  • All data requirements (timesheets, systems, databases etc.) is completed and updated in a timely manner

  • At all times act in compliance with procedures; policies, internal regulations and rules existing in workplace

  • Work effectively, professionally and demonstrate ways to improve customer service

  • Providing support for other employees and departments in problem solving- answering queries from other departments

  • Participate in team/departments meetings, team activities and work towards sustaining team spirit

  • Effective and constructive cooperation with Business Partner

  • Provide service by focusing on executing requests and resolving problems efficiently, accurately and professionally

  • Demonstrate knowledge of procedures, process, systems and take initiative to update them

  • Ensure that quality and productivity levels are achieved all times as per the standards set for the processes

  • Assist line manager with managing day to day operations to ensure that SLAs are met, act as TL’s deputy during his absence

  • Additional responsibilities include: collation, review and preparation of all process related documentation

Our requirements

  • Proficient English – written and verbal,

  • Proficient German – written and verbal

  • Knowledge of any additional language will be an asset

  • Attention to details

  • Excellent communication skills

  • Ability to multi-task, depending on criticality of tasks

  • Self-motivated, able to work independently and under time pressure

  • University degree (preferably in banking, economics, finance)

  • At least 1 year experience in banking or other financial organization

  • Excellent knowledge of MS Office

  • Ability to work within international environment

  • Well organised

  • Strong communication and analytical skills are essential in this role with the ability to analyse complex structures

  • Team Spirit building skills

  • Good understanding of the financial industry

What we offer

  • Stable job in professional team

  • Interesting career path in an international organization

  • Private health care, employees’ benefits

  • Courses & training for our employees

  • Modern office buildings near the city center of Kraków

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • integration events

  • corporate sports team

  • doctor’s duty hours in the office

  • retirement pension plan

  • corporate library

  • no dress code

  • video games at work

  • coffee / tea

  • parking space for employees

  • leisure zone

  • extra social benefits

  • employee referral program

  • opportunity to obtain permits and licenses

  • charity initiatives

  • family picnics

  • extra leave

Recruitment stages
1

Phone interview

2

Online assessment

3

Zoom interview

4

Welcome to HSBC!

HSBC Service Delivery (Polska) Sp. z o.o.

HSBC is one of the world’s largest banking and financial services organisations. Our global businesses serve more than 40 million customers worldwide through a network that covers 64 countries and territories.

HSBC Service Delivery (Polska) Sp. z o.o. is HSBC's global finance, operations, risk and technology centre. We use our unique expertise and capabilities to provide specialised services – our people range from technologists transforming the banking experience to operations professionals managing 1.7 trillion payments a year.

Our Purpose – Opening up a world of opportunity – explains why we exist. We are bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

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Job Description

Main purpose of this position is to process and support CMB customers in regards to Account Opening, Account Maintenance, reports preparation and sending statements or other requested documents. Also liaising with Relationship Managers and with problem solving attitude. The role should maintain professional service of CMB customers as well as Business Partner (BP) in areas and timeframe agreed in PLA/SLA documentation. All undertaken activities are performed in compliance with existing procedures, policies and internal regulations. Employee holding a specialist role has a full knowledge regarding processes and activities performed within the team.. Additionally, employee is responsible for delivery high quality of service and achieve maximum customer satisfaction.