HSBC Customer Support Representative Interview Questions
& Process
Real candidates share what happened, how many rounds they had,
and how the experience turned out.
Based on 172 interview experiences · FREE TO READ
Candidate interview experiences
First-hand accounts from people who interviewed at HSBC.
HSBC
Customer Service Representative
Mid Easy Positive experience Decline offer 2 rounds
Interview process
Recruiter call Onsite
Interview formats
Behavioral Other
The process was pretty straightforward, the staff were nice. It's a star questions type of interview, so be confident, make eye contact, and be enthusiastic to show your skills. Enjoy it and try hard. They will ask questions like what a typical day is like.
Confirmed questions6 questions
- Can you describe a challenging situation you've faced?
- What would a typical day involve in this position?
- What abilities do you possess that are relevant to this job?
HSBC
Customer Service Representative
Entry Average Negative experience Accept offer 3 rounds
Interview process
Recruiter call Background check Offer
Interview formats
Behavioral Presentation
The interview process overall was good, but the background check (BGV) was very problematic. Instead of assessing a candidate's potential, they focused heavily on the credit score (cibil score). I was selected and received an offer letter after weeks of BGV, but then they rejected me because of my low cibil score. I explained that the default occurred due to a family issue where my father took a loan in my name which was then defaulted. I was trying to resolve it, but it's a large amount and I really need this job, yet it wasn't taken into consideration. The whole experience was hectic. They should really focus on the candidate themselves, not their financial problems.
Confirmed questions2 questions
- Can you describe how you would handle a customer, and would you be able to do a mock call right now?
- What do you believe is the most crucial skill for handling a customer?
HSBC
Customer Service Representative
Entry Average Negative experience No offer 2 rounds
Interview process
Recruiter call Technical screen Presentation Onsite Background check
Interview formats
Behavioral Presentation Other
The interview process was pretty straightforward. The main downside was getting ghosted afterward, which really bummed me out. I get that not everyone gets an offer, and that's fine, but it's kinda unprofessional to just leave people hanging without any word, especially after they've gone through the interviews. For a big company like this, you'd think sending out even automated rejection emails wouldn't be a big deal to give people closure. So, the process was: I applied online, got an interview, and had to do an assessment. On the interview day, they gathered me and the other candidates in a room for a quick presentation about the job and perks. Then, we each had 1:1 interviews. The interviewer first asked me to give a short summary of my past jobs, and then hit me with four behavioral questions. They even told me what skill each question was designed to check. And of course, the classic "Why are you interested in this position?" question came up. To wrap things up, I was asked to read a short segment for a role-playing scenario.
Confirmed questions4 questions
- Could you share an instance where you disregarded established rules or policies?
- What motivated you to apply for this particular position?
- Tell me about a time when you didn't follow the rules and regulations.
HSBC Customer Support Representative Interview Questions
Quoted word for word from HSBC interview reports.
“Scenario: Mrs Shah calls to inquire about her balance and wants to pay for a new car over the phone. She's considering the mobile banking app but has reservations about its security, preferring phone calls. However, she seems open to learning more about online/mobile banking. How would you deliver exceptional service in this situation?”
Read reports →“Imagine a regular client asks you to do a large money transfer, but it needs manager approval and the manager is busy and unavailable today. The client insists it must be done by evening. How would you handle this situation?”
Read reports →“Imagine a customer is here to update their address. How would you manage this interaction and also introduce them to HSBC's voice ID and mortgage products?”
Read reports →“What are your thoughts on handling customer complaints like not being able to get through the helpline or not receiving mail and bills?”
Read reports →“Are you able to work flexible shifts, including days and nights on a roster basis?”
Read report →“How do you handle negative feedback or bad reviews and what's your process for it?”
Read report →“Describe how you would manage challenging customer interactions via phone and what steps you would take to resolve them.”
Read report →“What methods or self-care techniques do you employ during challenging days, either at work or in your personal life?”
Read report →“Have you ever had to pass on precise information between individuals? How did you ensure you understood the details correctly?”
Read report →Formats, difficulty and experience
Across all 172 HSBC interview reports.