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CBS - SERVICE QUALITY OFFICER

Be #InGoodHands with Metrobank

Here at Metrobank, we don't simply hire employees - we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development. With Metrobank, a meaningful life is within your reach!

Position Title: Service Quality Officer

Job Summary:

The position is responsible for executing strategies in relation to Quality Initiatives and Social Media Channels of Metrobank. The position likewise requires service recovery activities to complaints received from customers by ensuring the highest level of customer satisfaction including escalations from other business units within Metrobank. The position is likewise responsible in ensuring that all complaints received across all channels are resolved within prescribed service level agreements. 

 

The role is expected to be able to provide reports and analysis required for the management of customer service propositions in line with Marketing projects and initiatives. It is likewise expected to perform tasks in managing communication channels that may be assigned in line with Metrobank's vision to pro-actively engage customers.

Specific Duties & Responsibilities:

  • Operations Management:
  1. Manage the activities associated with Complaints Validation for Customer Service and Collections including the recommendation of initiatives that will help bring down the complaint numbers.
  2. Provide recommendations to sustain good management of social media channels, including monitoring of the quality of responses and the fulfillment of the action required to address the concern of the customer.
  3. Work with Marketing in providing MIS for inputs on product and service propositions.
  • Relationship Building and Networking:
  1. Coordinate closely with Metrobank Business Units to synergize efforts for complaints, requests and inquiries management.
  2. Liaise with the different point persons to monitor fulfillment of action items related to Social Media Channels and Customer Satisfaction Surveys.
  • People Development:
  1. Command responsibility for the productivity and operations management of assigned team.
  2. Support and help others to learn about all aspects of the job and undertake the necessary professional development to optimize performance.

Qualifications:

    • Bachelor’s degree holder
    • Must have at least 2 years experience in Customer Service in a Credit Card company or financial environment
    • Must have at least 1 year experience in people management
    • Proficiency in the following Microsoft applications: Word, Excel and PowerPoint; knowledge in  CardPac system is a must
    • Experience in dealing with VIP/premier customers who have varying requirements is a must
    • Willing to work overtime
    • Willing to be cross-posted to other programs when necessary

Other Details:

Rank: Junior Officer

Unit: Consumer Business Sector – Startegic Support Division

Location: Metrobank Card Center, Makati City

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