Junior Lead, Contact Center

3 weeks ago


Pasig, National Capital Region, Philippines RCBC Bankard Services Corporation Full time

Full time

Add expected salary to your profile for insights

  • Provides support and manages the Contact Center vendor through monitoring and tracking of their performance.
  • Responsible in ensuring that all Key Performance Indicator targets are met if not exceeded.
  • Monitors the strict compliance of the vendor with the terms and conditions of the Service contract and audit requirements.
  • Liaises between the Management of the Contact Center (outsourced vendor or internal Customer Service Group) and back-end units of RCBC Bankard operations.
  • Ensuring end to end customer satisfaction with complete adherence to RCBC Bankard's policies and procedures.

Job Requirements

  • Graduate of any 4-year business related course
  • At least 5 years experience in a supervisory position in customer service, preferably in financial service
  • Knowledgeable in Customer Service Process and Credit Card Policies
  • Adept in quality monitoring and process improvement
  • Sales background & vendor management is an advantage
  • Able to use multi-channel contact center environment such as phone, email and letters
  • With knowledge on contact center and customer service tools and systems
  • Able to demonstrate critical and analytical thinking
Your application will include the following questions:

What's your expected monthly basic salary?

Do you have customer service experience?

Have you worked in a role where you were responsible for vendor management?

How many years' experience do you have as a customer service specialist?

RCBC Bankard Services Corporation

Once you choose a career with RCBC Bankard Services Corporation, you can experience the excitement of being involved in a company that pioneered the credit card business in the country. As a credit card provider under RCBC, our firm issues RCBC Bankard credit cards under the MasterCard, Visa, JCB and UnionPay labels. With over 30 years of giving Filipino consumers the benefits of cashless transactions, versatile add-on services, and innovative rewards points, we at RCBC Bankard Services Corporation have the right environment that will support, sustain, and value your efforts to enhance our cardholders' convenience and lifestyle. Individuals with creative sensibilities willing to work in a financial institution will fit right in with us well, motivated as we are in the pursuit of efficiency, creativity and excellence. While steeped in the credit card business, our professionals exhibit a great sense of originality, inspiring teamwork, mutual trust and professionalism, and recognizing and rewarding excellence and loyalty.

Once you choose a career with RCBC Bankard Services Corporation, you can experience the excitement of being involved in a company that pioneered the credit card business in the country. As a credit card provider under RCBC, our firm issues RCBC Bankard credit cards under the MasterCard, Visa, JCB and UnionPay labels. With over 30 years of giving Filipino consumers the benefits of cashless transactions, versatile add-on services, and innovative rewards points, we at RCBC Bankard Services Corporation have the right environment that will support, sustain, and value your efforts to enhance our cardholders' convenience and lifestyle. Individuals with creative sensibilities willing to work in a financial institution will fit right in with us well, motivated as we are in the pursuit of efficiency, creativity and excellence. While steeped in the credit card business, our professionals exhibit a great sense of originality, inspiring teamwork, mutual trust and professionalism, and recognizing and rewarding excellence and loyalty.

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