Analyst
1 month ago
Position title
Customer Care Agent
Department
Retail Banking
Team
Customer Experience and Service
Location
Manila
Reports to (title)
Contact Centre Team Leader
Position summary
As a Customer Care analyst, you will be a part of a team with other Customer Care Specialists, and a Team Leader working a fully rotational roster in line with business requirements across the Contact Centre hours of operation.
This role is crucial in managing our customers' experience with ING as it is the first point of contact with our customers for all enquiries on Savings products. Customer Care Agents will be responsible for communicating effectively through a combination of inbound, outbound, written and face to face activities with new and existing clients.
Every aspect of this role relates to the customer experience you provide; ensuring you service our customers by identifying their needs and providing empathy and appropriate solutions whilst maintaining a friendly, resilient, courteous and professional and Language of written messages align to Retail Country standards to ensure excellent customer service and no change to customer behavior. This will be evaluated through the existing QA program in the Retail Country
%
Major responsibilities
Activities completed
Measures of success
Major responsibility areas
60%
Provide service excellence in sales through service environment, supporting business growth targets, vision and goals.
Provide service excellence to ING's customers as first point of contact via CHAT, In App Messaging and other social media platforms to be used by ING.
Provide accurate and up to date information to clients and potential clients
Sales through engagement, product knowledge and service excellence
Adhere to risk and compliance processes
Increase client-base sales through cross-buy and new business opportunities
Accurately record information in relevant systems
Agreed KPI's are met or exceeded.
Customer centricity behaviours demonstrated/observed in all day to day activities Quality Assurance Results Business and individual performance objectives met Legal Risk & Compliance requirements met Sales targets achieved Efficiency targets met
30%
Take ownership of all customer interactions, "One & Done, Two's Too Many"
Customer complaint management by following up complaints/ issues to resolution
Retaining customers at every opportunity
Quality customer experience provided on all client interactions
Quality Assurance results Compliments
Resolution of complaints within SLA Demonstrated ownership of issues Customer Not Contacted results
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