CUSTOMER SERVICE REPRESENTATIVE (Phone based)

Job Summary:

The position is responsible for providing quality service to Cardholders, Metrobank, and PS Bank branches/clients, by ensuring timely and accurate resolution of card sales, service inquiries, requests, and concerns made via call, email and other correspondences.

Duties & Responsibilities:

• Acquire adequate knowledge and competence of the card products and features, system functionalities, company policies and procedures and excellent customer service orientation pertinent to the products and services of the bank and other client-organizations.

• Ensure that customer service standards and performance metrics are consistently met, if not exceeded
• Handle and manage cardholder requests, inquiries, and complaints regarding products and services following the established guidelines and performance standards
• Educate cardholders of correct procedures regarding company’s products and services
• Handle card maintenances to facilitate cardholder requests and concerns.
• Perform cardholder information updates such as change in billing address/alternate address and contact numbers
• Assist requests coming from MCC officers/staff if needed.

• Coordinate with the concerned business units and monitor processing of requests, including providing feedback through call or email to the branches and/or cardholders, within reasonable time.

• Prepare reports to track the nature of cardholder concerns, received within the day using specified work codes, reporting system irregularities etc.
• Refer or escalate calls in a prompt and professional manner when appropriate
• Keep informed of the introduction of new systems, policies and procedures, and new product features
• Exercise teamwork and support fellow Customer Service Representatives within and outside of the team by taking on additional responsibilities (such as mentoring new staff) to improve team performance.
• Continually identify and suggest process improvements for better customer satisfaction

• Cross-sell other products/cards/services of Metrobank Card Corporation when necessary
• Make timely decisions regarding reversal of charges within the empowerment guidelines; reconcile accounts if necessary for its approval
• Seek deviation approval from the concerned departments if and when necessary.
• Participate in the daily/weekly update to the team such as policies and procedures, schedule, among others.
• Assist new hire employees to be abreast with Customer Service tasks
• Perform projects/responsibilities/special tasks that may be assigned from time to time (eg. BORC, BCP, Cost Champion, Corp. Correspondents, Line trainer, e-Champ)    

Qualifications:

• Bachelor’s degree from a college/university
• At least 1 year experience in Customer Service is an advantage
• Excellent Oral and Written Communication Skills
• Proficient in the following Microsoft applications: Word, Excel and PowerPoint
• Proficient in the following Microsoft applications: Word, Excel and PowerPoint