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
