I joined HSBC’s Group Service Centre in Guangzhou on an internship in 2012. Initially I was a member of a contact centre team responsible for recording information and requests from Commercial Banking customers outside normal office hours. I did not have any previous experience, but with guidance from my managers and support from my colleagues I quickly made progress and became a full-time employee of the bank.
Dealing with customers and colleagues helps me to develop my interpersonal and communication skills. It is important to be patient and maintain a positive attitude when handling complaints and find ways to help the customer. The most important skill is empathy, as this allows you to get to the heart of their concerns.
I was appointed to a new role, as a trainer and mentor for a new customer service team. Again, this was a new experience for me, but I quickly developed plans and methods to help them improve their knowledge of HSBC’s products.
I have had the opportunity to take part in a number of training programmes, including an English-speaking skills course as well as a product knowledge course in Hong Kong. Outside work I am studying for a bachelor’s degree in human resource management.
HSBC organises a range of activities for its employees. We sometimes have team-building activities after work to help us get to know each other better. Our sustainability committee also arranges events to help the community, and I recently took part in an initiative to help primary school pupils with their homework.