Customer Service Review

I am a customer service finance adviser. My role involves supporting customers over the phone lines with their queries in regards products and services held with HSBC. My weekly schedule runs from Monday to Friday from 9 am to 5 pm.

I learnt new technical skills in the finance services by reading the HSBC procedures and products for instance. Also, I have learnt to work on soft skills, such as the core skills, needed to provide a great customer service experience over the phone.

I am enjoying my program because involves a wide range of learning materials, from academic to practical skills. It is beneficial being working at the time I am studying and improving my knowledge in this field, so at the end of my journey I feel that my confidence is boosted.

There are meetings with my talent coach or with the Kaplan team that are set up in advance on my calendar, so I have the time to communicate that to my mentors in the academy. Moreover, the Kaplan study calendar for the 2023 was shared and explained to me in zoom calls.

I receive a great support for my employer. They make sure I finish my Kaplan activities on time and they organize my daily tasks according to it.

I got a great support from my trainer provider. We keep communicated by emails, Teams chat or Zoom calls. I have their contact email in case I would need to reach them out for any query I should have during the program.

I am sure that my qualification will boost my knowledge and skills to perform better in my role. The study program will give me relevant information about the finance sector and customers. It will provide the tools to boost to enhance in my role and apply the knowledge and skills gained.

I am aware that there are some extra curricular activities published on work place, however I am not enrolled in any one at this moment. I need to investigate more in detail about it.

Yes

It is a great company to work because it offers a wide range of opportunities to develop individuals. The work environment is friendly and staff members are very supportive.

I would advise to them to be themselves in the case they have an interview. Being genuine and honest, will give the chance to see the employee values and preferences.