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Makati City

    Analyst - Makati, Pilipinas - ING

    ING
    ING Makati, Pilipinas

    1 linggo ang nakalipas

    ING background
    Buong oras
    Paglalarawan

    Position title

    Customer Care Agent

    Department

    Retail Banking

    Team

    Customer Experience and Service

    Location

    Manila

    Reports to (title)

    Contact Centre Team Leader

    Position summary

    As a Customer Care analyst, you will be a part of a team with other Customer Care Specialists, and a Team Leader working a fully rotational roster in line with business requirements across the Contact Centre hours of operation.

    This role is crucial in managing our customers' experience with ING as it is the first point of contact with our customers for all enquiries on Savings products. Customer Care Agents will be responsible for communicating effectively through a combination of inbound, outbound, written and face to face activities with new and existing clients.

    Every aspect of this role relates to the customer experience you provide; ensuring you service our customers by identifying their needs and providing empathy and appropriate solutions whilst maintaining a friendly, resilient, courteous and professional and Language of written messages align to Retail Country standards to ensure excellent customer service and no change to customer behavior. This will be evaluated through the existing QA program in the Retail Country

    %

    Major responsibilities

    Activities completed

    Measures of success

    Major responsibility areas

    60%

    Provide service excellence in sales through service environment, supporting business growth targets, vision and goals.

    Provide service excellence to ING's customers as first point of contact via CHAT, In App Messaging and other social media platforms to be used by ING.

    Provide accurate and up to date information to clients and potential clients

    Sales through engagement, product knowledge and service excellence

    Adhere to risk and compliance processes

    Increase client-base sales through cross-buy and new business opportunities

    Accurately record information in relevant systems

    Agreed KPI's are met or exceeded.

    Customer centricity behaviours demonstrated/observed in all day to day activities Quality Assurance Results Business and individual performance objectives met Legal Risk & Compliance requirements met Sales targets achieved Efficiency targets met

    30%

    Take ownership of all customer interactions, "One & Done, Two's Too Many"

    Customer complaint management by following up complaints/ issues to resolution

    Retaining customers at every opportunity

    Quality customer experience provided on all client interactions

    Quality Assurance results Compliments

    Resolution of complaints within SLA Demonstrated ownership of issues Customer Not Contacted results

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