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

Performs analysis of processes, systems, data and business information and research, and builds up domain knowledge.