CUSTOMER SERVICE ASSISTANT, CUSTOMER CARE TEAM

Job Summary

Handles and resolves basic phone and e-mail inquiries, requests and complaints of both external and internal clients on the bank’s products and services particularly on online banking (MBOS), cash management products, DPU/MCC and trade transactions.

Specific Duties & Responsibilities

• Handles basic phone and e-mail inquiries and requests on bank’s products and services particularly on online banking (MBOS), cash management products, DPU/MCC and trade transactions.

• Handles efficiently all customer complaints and feedback and provide suggestions on improvement of current process.

• Handles customer in courteous, friendly, and professional manner as integrated with Metrobank’s core competencies.

• Escalates right away client issues/concerns that need supervisor’s assessment and final disposition.

• Accomplishes daily, weekly and monthly assigned tasks and other offline duties (outside calls/email functions).

• Ensures close coordination with other internal units (ITBG units, branches, BRAD, etc) to complete investigation items of client’s concerns.

• Maintains position of accountability in adherence to keeping corporate documents/information with outmost care and confidentiality.

• Observes proper documentation of client’s inquiry, request and/or complaint.

• Works efficiently to ensure that agreed KRA (volume, TAT, and quality) is achieved all the time.

• Performs other related functions that may be assigned from time to time.