Contact Center Process Associate

Job Description

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. Mentioned below are key duties:

• 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.

Skills Required

• Good communication with and customer centricity
• The ability to identify and resolve customer issues and complaints efficiently
• Team player with a positive attitude

Qualifications (Education/Experience/Certification):

• Customer service experience based on grade
• Must have Finance/Cards/Banking experience
• College Graduate
• Amenable to work full onsite in any of our Manila sites - Pasay or Taguig following AU shift
• With experience working in ANZ market