Job Description

Customer Service Representative - Contact Center Will Play a key role in helping our Australian customers with a variety of Retail, Cards, and Digital Banking solutions, troubleshoot customer inquiries they may have, and provide information on any other products or services that may be relevant. Responsible for the servicing of customer requests and inquiries in a timely and effective manner. Will typically process high volumes of routine inquiries and provide effective customer service as opposed to requiring extensive knowledge of a specific process or policy to be effective.

Key Responsibilities:

You will:

• Ensuring first call resolution for customers contacting us through our voice channel by consistently utilizing available tools and resources.

• Resolve customers’ enquiries in an efficient and timely manner by understanding their needs, identifying the root cause of the enquiry, and providing an appropriate and permanent fix.

• Escalating to an appropriate specialist banker or team of experts to deliver timely and accurate resolution, when necessary.

• Empower our customers to bank with us anytime using our Digital & Self-service channels and contribute to our strategic goal of digital-first adoption.

• Become brand ambassadors by providing the best customer experience in all voice interactions with the goal of positive NPS returns.

• Work in a professional environment, meeting customer-centric, financial, and risk metrics and targets as necessary

• Build your skills and banking knowledge quickly through ongoing formal training and mentorship from your leaders.

Qualifications:

• Bachelor's Degree Graduate

• Excellent English communication skills (both verbal and written), including the ability to engage and manage conversations with other nationalities. 

• With solid contact centre experience with an English-speaking client base, preferably from the US or Australia. 

• Understanding of the contact centre environment i.e., the major KPIs; the dynamics of the contact centre work and the various technologies being utilized to support the overall business model. 

Work Location: Eastwood, Quezon City

Work Set- Up: Hybrid