Contact Center Process Associate

Job Description

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.

2. 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

3. Work Set-up:

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

• Willing to work Australian business hours 

Job Description - Grade Specific