Contact Center Specialist  

About the Role

As a Better Banking Specialist, you are responsible for delivering the Bank’s service proposition by providing quality customer management and service through various robust and efficient channels of the Contact Center Inbound/Outbound Calls, Email, Chat, Social Media with 24x7 support. You will handle service-related queries of clients that may involve credit card inquiries, billing, disputes and other bank products.

How you'll contribute

• Receive inbound or conduct outbound calls to support and manage client inquiries, and requests, and address concerns.
• Provide Support to a wide range of product lines: CASA, Loans, Transaction banking (Digibanker), Security Bank Online, Credit cards and all other products supported by the contact center.
• Answer/accomplish emails and/or other correspondences where required
• Conduct cross or upsell of various bank products based required portfolio sales delivery
• Escalate complaints or complex cases timely; Assign or endorse to appropriate Support units/functions; Case Management and resolution.

• Bachelor’s Degree in any field/ any courses.
• With at least 1 year of customer contact center experience.
• With effective communication and listening skills.
• Should be capable of managing interactions via multi-channel capabilities and experienced in Voice and Non voice verticals.
• Willing to work on premise in Ayala, Makati Head Office.
• Willing to work on a shifting schedule, Holidays and weekends.