As a Corporate Banking Relationship Agent (Junior Call Center Agent), you play a crucial role in our operations. Your primary function is to receive customer calls and deliver exceptional customer service by addressing their queries and concerns. Your role is vital in documenting all customer interactions and ensuring quality service delivery in line with our guidelines and key performance indicators.

Position Summary:

Answers customer calls and addresses issues/concerns
Provides accurate and completed needed/requested information following call flows and processes
Communicates appropriate options to provide timely resolution
Documents/Logs all customer interactions following the quality standard
Coordinates with a higher level of support for out-of-scope type concerns
Schedule Adherence: Complies to assigned shift schedules (including but not limited to Start Time, End Time, and Breaks/Lunch); complies with rest day schedules; adheres to leaves filing policy outlined by the engagement/company
Quality Compliance: Follows all quality standards following the engagement/company policies; Ensures all quality deficiencies are corrected promptly for activities in their function
Teamwork and Communications: Ensures attendance to all required meetings (either for engagement-related meetings or for company-related meetings); Acts as backup for teammates and addresses excessive call volume caused by absenteeism

Qualifications:

At least Senior High School Graduate (K-12) or College Undergrad
Customer Service/Contact Center Training and Certification is an advantage but not a requirement
Amenable to working 100% onsite in Mckinley or Ortigas
Amenable to work on a graveyard and shifting schedule

Skills:

Proactive and has a customer service-oriented mindset
Can work under pressure
Must be flexible with the ability to adapt to changes quickly
Ability to engage in English conversations
Actively listens, shows empathy, and always maintains professionalism
Guides customer interactions per the Company and Client's service strategy and policies
Capable of clearly and cohesively documenting relevant call details, adhering to quality standards
Able to follow call flows, directives, and processes
Proficient in typing and keyboarding
Possesses primary computer and internet literacy

Registered Nurse/1yr Experience /Makati City

Corporate Banking Relationship Agent