Client Resolution Expert

4 days ago


Manila, National Capital Region, Philippines ING Hubs Philippines Full time
Role Description

The Customer Care Analyst is responsible for delivering exceptional client service across various channels.

Key Responsibilities:
  • Client Support: Provide comprehensive support to clients on various topics, including organizational processes, operational tasks, and client requests.
  • Chat Management: Manage multiple chat conversations simultaneously, ensuring timely and effective resolution of client queries.
  • Language Support: Utilize translation tools to communicate with clients in French and Dutch, as well as English, when necessary.
  • Problem-Solving: Identify relevant ING experts to consult and interpret information to provide accurate solutions for clients.
  • Complaint Resolution: Manage end-to-end the execution of client complaints and ensure satisfactory resolutions.
  • Initiatives: Suggest and contribute to initiatives that improve customer satisfaction and service performance metrics.
  • Process Adherence: Follow mandatory process steps to protect the organization from risk and escalate situations deviating from procedures.
  • Order Processing: Record and process custom/special customer orders, handling ambiguous delivery expectations.
  • Operations Management: Provide operational support by performing route activities using existing systems and protocols.


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