HSBC Interview Tips – Call Centre

Recently, I attended an interview with the HSBC Bank, Malaysia for the position of Global Support Executive in Cyberjaya. The interview procedure was quite complicated though. Many formalities had to be done. It’s very saddening that the new candidates who are selected for the interview session were helpless about the interview procedures. Personally, before I attended the interview, I did some online research on what are the types of questions would be asked and few important criteria needed. Badly, I was clueless as no details were given. I am sure many other candidates might search for tips on the HSBC Interview if they are selected. So, let me share my experience with HSBC Bank during the interview. 

 

   The first stage of the interview was the phone interview which would be done by a International Global Resourcing HR Executive. Few questions based on our education and employment history will be asked. Knowledge about customer service is very important as the Executive on telephone will actually ask about our knowledge about customer service. If the Executive is satisfied with our answers, then we would be invited for an Assessment and a face-to-face interview with the Managers and HR Department of HSBC Data Processing Unit, Cyberjaya. An email with attachments of Fact Sheet, Application Forms, User Guide and the Company Map will be sent. Please be sure to complete the Application Forms as incomplete application forms will be automatically rejected by the officers. Please be advised not to leave any space blank in the form. Any columns which aren’t related needs to be filled with “N/A”.

  Upon arrival, I were told to be seated at the waiting area by the security guard at the front desk. Approximately fifteen minutes later, the HR Executive greeted us and collected a copy of the candidates resume. To be honest, the job application forms of HSBC Bank Malaysia are quite tough to be filled up. But, no worries as the Executive will actually guide the candidates on how to fill up the forms and the pages arrangements. Never forget to bring all the related documents and please carry a ball pen with you. After a short briefing, the candidates were directed to a room where we needed to complete the online English Assessment. A very important point for all the candidates, if we fail the Online Assessment, we would automatically fail the interview as we would not be able to go forward to the next stage of the interview. The HR Executive will guide the candidates to log in to their Assessment system and also on the contents of the Assessment. 

  The Assessment has three parts. First will be choosing the correct sentence. Please make sure to manage your time well during this Assessment as the time given to complete the test is very short. A timer will be running on the right of your PC screen. Approximately 30 seconds will be given for each question. The system will automatically direct you to the next question if you fail to answer the current question with 30 seconds or the time provided. Do not be panic. Relax but be fast in answering all the questions. Please be aware that you are not able to re-check the previous question if you want to check your answers. Please be confident on the answer you selected in this section. 10 questions were given in this section.  The second section will be a rational cloze. A passage will be given with 20 blank spaces. We need to select the best answer to fit each blank. This is a multiple choices questions as well. 5-10 minutes will be given to complete this section of the assessment. In case, you managed to complete this section before the timer ends. Please re-check your answers again as the answers will be quite complicated. Personally, the last section of the Assessment was the most difficult for me. It was the listening test. A conversation clip audio will be played while 5 multiple choice questions will be displayed on the screen. These questions are all related to the audio playing on the background. Please be quick on this section as only 3-5 minutes will be given to complete this section of the assessment.  The audio will be played twice. Try to browse through the questions while listening to the audio. Please try to answer the questions and re-confirm the answers during the second round of the audio play. You will be automatically directed to the log out page once you have complete this section. You would need to wait few minutes for the Assessment results to be announced. Those who fail the Assessment will need to go back as they automatically failed the interview. For those who passed the Assessment successfully need to go through another test which is the Voice Assessment. 

  In this Voice Assessment the candidates will have to complete two tasks. The first is reading out a passage. A short passage will be given to every candidates and they will need to read out the passage out loud. The intonations, pronounciation and language skills will be observed. The second task is a discussion topic is given to the candidates and they have to talk about the topic. The assessor will ask few questions based on the discussion topic. Isn’t that difficult, isn’t it? The fact is, the candidates need to do all these tasks via a telephone call. Yes, candidates will be given a contact number and a soft phone is actually provided. The candidates need to call the number provided, introduce yourself and start your task. The assessors are HSBC Executives from other parts of the world such as United Kingdom, India, Phillippines and many more. This test is conducted to make sure our language slang is understood by customers from different countries. If the candidates pass this test, then we will be forwarded to next stage which is the interview with the HR Executive and Hiring Manager. 

   This interview might take a whole day. So, avoid any other appointments on the same day. I arrived at HSBC Cyberjaya at 9.45 am and I completed the interview around 4 pm. The interview with the Managers will be quite difficult actually. General questions will be asked in complicated way. Please do a little research on HSBC Bank and customer service. At the end of the interview, we may go back. The company will contact us within 7 days if we are hired. I don’t want to have high expectations on getting this job. I am just praying hard and hope that I would be hired. I hope my post would help the candidates who are selected for the interview in HSBC Data Processing Unit for the positions of Customer Service Consultant or Global Support Executives. Share this post around with friends or family members who are about to attend interview with HSBC 🙂