Contact Center Process Associate

The Customer Service Team Member is the first point of contact for customers, for delivering exceptional service and support. This role involves handling inquiries, resolving issues, and maintaining customer satisfaction across various communication channels such as phone or chat.

1. Key Responsibilities:

• Respond to customer inquiries promptly and professionally via phone, email or chat.
• Resolve product or service issues by clarifying the customer’s complaint, determining the cause, and offering appropriate solutions.
• Maintain accurate records of customer interactions and transactions.
• Follow communication procedures, guidelines, and policies.
• Escalate unresolved issues to the appropriate internal teams.
• Provide feedback on the efficiency of the customer service process.
• Stay updated on product knowledge, promotions, and company policies.

1. Skills and Qualifications:

• Excellent English communication skills with customer centricity
• Must have the ability to identify and resolve customer issues and complaints efficiently
• Team player with a positive attitude
• 1.5 years Customer Service experience, preferably in banking/cards LOB
• College graduate

1. Work Set-up:

• Amenable to work onsite at either McKinley West, Taguig or SM MOA Complex, Pasay offices
• Willing to work Australian business hours