Customer Care Associate

4 days ago

Manila, National Capital Region, Philippines Private Advertiser Full time

Job Purpose

The primary responsibility is to liaise with other departments and BPI units to implement initiatives that promote customer protection, as well as address customer concerns within the prescribed TAT. The incumbent is also responsible for preparing both internal and external reporting requirements related to complaints and other customer protection-related matters.

Main Accountabilities

Customer Protection & Compliance:

  1. Liaise with other departments and BPI units for the implementation of initiatives that promote customer protection.
  2. Implement and manage the customer protection program, review policies, guidelines, and mechanisms to meet customer protection standards.

Customer Concerns & Complaint Management:

  1. Monitor customer concerns and complaints across all channels and ensure timely resolution.
  2. Coordinate with fulfillment teams, branches, and relevant bank units to gather necessary information, address and resolve escalated customer concerns, and prevent recurrence.
  3. Address concerns referred to Senior Management, regulators (BSP, DTI, NPC), government agencies (PCC, NBI, etc.), BPI branches, and the Contact Center.
  4. Monitor, review, and update spiels on products and services as needed.
  5. Prepare internal and external reporting requirements related to customer complaints and other customer protection reports.
  6. Analyze consumer protection reports to identify recurring issues and recommend improvements or corrective actions.
  7. Conduct quarterly branch training on complaint handling.

Service Improvement & Development:

  1. Undergo training to stay updated on recent developments in customer protection and ensure the team remains well-informed.
  2. Ensure completion of competency and mandatory training programs.
  3. Perform other relevant functions as needed.

Knowledge, Skills & Experience

KNOWLEDGE

  • Knowledgeable of bank operations and various bank products/services.
  • Familiarity with basic computer functions.
  • BSP Government Regulations & Banking Laws.
  • Consumer Protection Regulations.
  • Customer Management.

SKILLS

  • Excellent customer management and customer relations skills.
  • Excellent communication and writing skills.
  • Presentation Skills.

ATTRIBUTES

  • Teamwork, able to successfully collaborate with team members.
  • Reliability & Dedication, has a strong sense of support and loyalty to business or career role.
  • Leadership, has strong organizational skills and confidence to lead.
  • People Management, able to identify the team's strengths and weaknesses.
  • Integrity, being accountable and honest.

EXPERIENCE

Years of Experience: At least 3 to 6 months experience in customer management, handling customer complaints/customer care, marketing & consumer studies, financial consumer protection.

Level of Education: Bachelor's Degree.

Knowledge in PC programs: MS Word, MS PowerPoint, MS Excel.

#J-18808-Ljbffr

  • customer care associate

    7 days ago

    Manila, National Capital Region, Philippines Bank of the Philippine Islands Full time

    Join to apply for the CUSTOMER CARE ASSOCIATE role at Bank of the Philippine Islands (BPI)The Customer Management Associate is responsible for managing and resolving complex customer complaints, requests, and inquiries that have been escalated to the Bank's regulators, Senior Management, or internal units requiring special handling and business...

  • International Customer Care Associate

    14 hours ago

    Manila, National Capital Region, Philippines Trip Group Full time

    About UsWe are a leading online travel agency looking for a skilled International Customer Care Associate to join our team. As a key member of our customer support team, you will provide exceptional service to our customers via phone, chat, or email.Key Accountabilities:Assist customers with their inquiries and concerns in English and Spanish.Communicate...

  • Customer Care Associate

    3 days ago

    Manila, National Capital Region, Philippines NTT DATA North America Full time

    NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.We are currently seeking a Customer Care Associate to join our team in Manila, National Capital Region (PH-00), Philippines (PH).In these roles you will be...

  • Customer Care Associate

    4 days ago

    Manila, National Capital Region, Philippines CTC Far East Philippines, Inc. Full time

    Job Qualifications:Bachelor's degree in Food Technology.Preferably Licensed Food TechnologistWith 1-2 years of customer care or sales support experience in the food and beverage industry.Knowledge of regulatory requirements is a plus.Has a work background as sales support and order processing in the food & beverage industry is a plus.Strong attention to...

  • Diagnostic Code Associate

    4 days ago

    Manila, National Capital Region, Philippines Care Solutions and Outsourcing Corp. Full time

    **About Us:**Care Solutions and Outsourcing Corp. is a leading provider of healthcare services, committed to delivering high-quality care to our patients. We are seeking a diagnostic code associate to join our team, responsible for reviewing and assigning accurate codes for diagnoses and procedures.In this role, you will have the opportunity to work closely...

  • Client Care Associate

    7 days ago

    Manila, National Capital Region, Philippines Vista Equity Partners Management, LLC Full time

    Why Work With UsWe are a rapidly growing company with over 400 individuals in the US, Canada, Philippines, and Ukraine. Our mission is to help families celebrate life and pay tribute to loved ones through our comprehensive platform.Job DescriptionThe Client Care Associate will be responsible for supporting our vendor base and direct consumers through various...

  • Customer Care Specialist

    4 days ago

    Manila, National Capital Region, Philippines HelloConnect, Inc. Full time

    About UsHelloConnectHelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now...

  • Frontline Customer Care Representative

    3 days ago

    Manila, National Capital Region, Philippines NTT DATA North America Full time

    About the RoleWe are seeking an experienced Customer Care Associate to join our team in Manila, Philippines.In this critical role, you will be responsible for providing exceptional customer service, ensuring high levels of satisfaction, and meeting our service standards.A typical day will involve handling a high volume of customer calls, resolving complex...

  • Product Operations, Customer Care

    3 days ago

    Manila, National Capital Region, Philippines Lazada Full time

    Product Operations, Customer CareWork arrangement: Full 5-day work in the officeKey Tasks & Responsibilities:Become an in-depth expert on Lazada's proprietary buyer chatbot and voicebot products, ensuring a comprehensive understanding of their functionalities and impact.Utilize a data-driven approach to analyze logs and user feedback to improve the coverage,...

  • Customer Care Collections Sr. Associate

    6 days ago

    Manila, National Capital Region, Philippines NTT DATA North America Full time

    NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.We are currently seeking a Customer Care Collections Sr. Associate to join our team in Manila, National Capital Region (PH-00), Philippines (PH).In these roles...

  • Customer Care Officer

    7 days ago

    Manila, National Capital Region, Philippines Cartrack Full time

    CartrackNegotiableOn-site - Manila 1-3 Yrs Exp Diploma Full-timeJob DescriptionWe are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for Customer Care Officer to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to...

  • Customer Care Collections Sr. Associate

    1 day ago

    Manila, National Capital Region, Philippines NTT DATA, Inc. Full time

    NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.We are currently seeking a Customer Care Collections Sr. Associate to join our team in Manila, National Capital Region (PH-00), Philippines (PH).In these roles...

  • BPO Customer Care Collections Associate

    1 week ago

    Manila, National Capital Region, Philippines NTT DATA North America Full time

    Req ID:314675NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.We are currently seeking a BPO Customer Care Collections Associate to join our team in Manila, National Capital Region (PH-00), Philippines...

  • Customer Care Specialist

    4 days ago

    Manila, National Capital Region, Philippines enablesGROUP Full time

    PRIMARY ROLEGenerally, responsible for providing telephone based first point of contact with potential clientsResponsible for scheduling, making and remaking timely outbound calls, SMSs and emails to members of the public who provide their detailsResponsible for initiating telephone-based discussions with members of the public to qualify their need and if...

  • Customer Care Advocate I

    6 hours ago

    Manila, National Capital Region, Philippines API Delevan, Inc. Full time

    time left to apply End Date: May 14, 2025 (30+ days left to apply)job requisition id R25_00978Position SummaryThe Customer Care Advocate I serves as the primary contact for requests for orders, quotes, product questions, as well as a myriad of other customer inquiries. This role ensures a seamless customer experience through expertise, ownership,...

  • Call Center Associate Role

    6 days ago

    Manila, National Capital Region, Philippines Recoup Info Full time

    We are currently seeking highly motivated and skilled individuals to join our team as Customer Care Associates.This role involves providing top-notch support to our clients' customers, ensuring their queries are resolved efficiently and effectively.Job Description">As a Customer Care Associate, you will be responsible for handling customer inquiries,...

  • Global Customer Care Specialist

    7 days ago

    Manila, National Capital Region, Philippines Trip Group Full time

    Our TeamWe are a dynamic team of professionals who are passionate about delivering exceptional customer service. Our team members are highly skilled and dedicated to providing the best possible experience for our customers.Job SummaryWe are seeking a Global Customer Care Specialist to join our team. The successful candidate will be responsible for assisting...

  • Customer Service Representative

    4 days ago

    Manila, National Capital Region, Philippines Private Advertiser Full time

    Job Title: Customer Service Representative - Customer CareWe are seeking a highly skilled and motivated CUSTOMER SERVICE REPRESENTATIVE to join our customer care team. As a key member of our team, you will be responsible for providing exceptional customer service and ensuring customer satisfaction.About the Role:You will work closely with internal...

  • Customer Care Training Specialist

    2 days ago

    Manila, National Capital Region, Philippines RingCentral Full time

    Say hello to possibilities at Acquire Asia Pacific Philippines Inc. (Acquire BPO) under the RingCentral account (RingCentral).It's not everyday that you consider starting a new career. We're Acquire BPO, and we're happy that someone as talented as you is considering this role. First, a little about our client, RingCentral is a $2 billion global leader in...

  • Customer Care Representative

    4 days ago

    Manila, National Capital Region, Philippines The SM Store (SM Mart Inc.) Full time

    The Customer Care Representative would help maintain customer relations, support customer service concerns and inquiries relating to the SM Store Shop / SM E-store or any brands to be assigned to the department.Responsibilities:Respond to customer inquiries via phone or email, with clear and accurate information.Resolve customer complaints and issues in a...