Customer Support Associate

The Customer Service Associate is responsible for assisting customers with inquiries, troubleshooting basic concerns, and ensuring a smooth support experience for Netbank products and services. This role involves handling customer interactions, documenting issues, and escalating cases when necessary.

• Respond to customer inquiries via email and chat, providing accurate and timely information.
• Address frequently asked questions and assist with basic troubleshooting of Netbank Mobile products and services.
• Use HubSpot to log and manage customer tickets, ensuring correct tagging and proper documentation.
• Follow standard escalation procedures for issues requiring further investigation or approvals.
• Learn and navigate CBS (Core Banking System) with view-only access to retrieve necessary account details.
• Update the monitoring sheet for Time Deposit Product and track account maturities.
• Work closely with senior team members to improve response quality and service efficiency.