Customer Service Representative

Be #InGoodHands with Metrobank

Position: Customer Service Representative

Job Summary:

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

Role Exposure:

  • Acquire adequate knowledge of the card products and features, system functionalities, company policies and procedures
  • Handle customer requests, inquiries and complaints regarding products and services based on established guidelines and performance standards coursed thru Metrobank or PS Bank branches made via call, email and/or other correspondences
  • Assist requests from MCC officers/staff if needed.
  • Coordinate and monitor requests and provide feedback, within reasonable time, to the branches, cardholders and to concerned business units
  • Prepare various reports such as email report, FAS report, fax and letter report.
  • Maintain card holder’s information (update status) such as change in billing address/alternate address and contact numbers
  • Handle system maintenance to facilitate clients’ requests and concerns as correction of agent bank and processing of activation/cancellation of accounts
  • 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 and assist in the dissemination of daily/weekly update to the team such as policies and procedures, scheduling, among others.
  • Assist new hire employees to be in line with Branch Assist Agent’s tasks/function
  • Ensure that service standards and/or performance metrics (set by Management) are consistently met, if not exceeded
  • Support other team/s when required, giving advice, sharing knowledge and feedback with others, and take on additional responsibilities to improve team performance
  • Participate in cross posting activities whenever necessary
  • Perform anti-attrition efforts at all times and endeavor to retain customers
  • Refer or escalate calls and/or emails in a prompt and professional manner when appropriate
  • Continually identify and suggest improvements to customer service
  • Perform other tasks that may be assigned by the supervisor as need arises

Qualifications:

  • Bachelor’s degree from a college/university
  • Proficient in the following Microsoft applications: Word, Excel and PowerPoint
  • Knowledgeable in Creditmaster and CardPac systems is an advantage
  • Willing to work overtime, on shifting schedule (if necessary), weekends and holidays
  • Experience in dealing with external customers who have varying requirements an advantage

Other Details:

Rank: Staff
Business Unit: Consumer Business Sector - Operations
Location: Metrobank Card Center, Makati City

Interested applicants may submit iAspire forms to HR