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Makati City

    Analyst - Makati, Pilipinas - ING

    ING
    ING Makati, Pilipinas

    1 linggo ang nakalipas

    ING background
    Buong oras
    Paglalarawan

    Position description

    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 successMajor 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

    10%

    Take ownership of own development to increase on the job knowledge and personal growth development

    Pro-active in increasing own knowledge and providing value to the business

    Cross training on additional products / departments

    Raising issues, seeking support, resilience

    Assessment results Development plan achieved Additional training completed Performance outside of core role

    Major challenges

  • Understanding our products and regulatory requirements
  • Working in a highly structured and monitored environment
  • Sales skill to identify products for the purpose of cross-buy and new to business opportunities
  • Effective issue resolution
  • Adherence to set process and procedures
  • Keeping up to date with internal and industry changes
  • Dealing with difficult & irate customers
  • Dealing with highly distressed customers
  • Managing interactions safely for self and customers
  • Adapting to change – both minor and major
  • Knowledge retention and practical application
  • Multi-tasking through cross training on additional products / functions
  • Not providing financial advice

    < >Decision making/ delegating authority

  • Providing accurate product and process information to customers
  • Determine product options to meet customers' needs
  • Act within relevant legislative requirements
  • Analyse personal score card to identify and recommend ways to improve and measure performance through objectivesMandatory policies and procedures that must be adhered to in all roles include:
  • Human Resource policies and procedures
  • Workplace health and safety policy and programs - to ensure employees health and safety and the health and safety of others in the workplace.
  • Other ING policies and procedures

    < >Working relationships

    Most frequent contacts (who)

    Nature or purpose (why)

    Customer Service Manager

    General management and feedback

    Daily Banking Team Managers

    General management and feedback

    Team Leader

    Monitor day-to-day results, coaching and feedback

    Other Contact Centre Team Leaders

    General support, as required

    Specialised Care Team

    Escalations, Validation and Specialised Care calls

    Other Customer Care Specialists

    Team, knowledge sharing

    Customers / potential customers

    Assist with Sales, Service and complaints

    Other Business Units

    Information, escalations etc

    Essential

    DesirableKnowledge and skill requirements

    Education

    HSC or Equivalent

    Technical skills

    Intermediate PC skills, including internet and e-mail Ability to multitask

    Typing speed min 35wpm

    Previous experience

    Strong customer centric focus Ability to retain, interpret, relay information

    Proven skills in telephony and sales Exceptional verbal and written communication skills

    Effective Listening

    Ability to problem solve and think outside of the box

    Ability to work as part of a team Effective interpersonal skills Ability to work in a busy environment and under pressure Ability to work in a highly structured environment

    Self-motivated and goal orientated

    Managing self through distressing or challenging interactions

    Prepared to lead by example Previous banking experience Experience working to a rotating roster.

    Contact Centre experience

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