Customer Experience Specialist

2 days ago

Quezon City, National Capital Region, Philippines beBeeCustomerExperience Full time ₱900,000 - ₱1,200,000
Job Title: Customer Experience Specialist

We are seeking a skilled Customer Experience Specialist to join our team. In this role, you will be responsible for delivering exceptional customer service and ensuring that our customers receive timely and effective solutions to their queries.

Your key responsibilities will include:

  • Providing first call resolution for customers contacting us through our voice channel by consistently utilizing available tools and resources.
  • Resolving customers' enquiries in an efficient and timely manner by understanding their needs, identifying the root cause of the enquiry and providing appropriate and permanent fix.
  • Escalating to an appropriate specialist banker or team of experts to deliver timely and accurate resolution, when necessary.
  • Empowering our customer to bank with us anytime using our Digital & Self-service channels and contribute to our strategic goal of digital first adoption.
  • Becoming brand ambassadors for ANZ by providing best customer experience in all voice interactions with the goal of positive NPS returns.
  • Working in a professional environment meeting customer-centric, financial and risk metrics and targets as necessary.
  • Building your skills and banking knowledge quickly through on-going formal training and mentorship from your leaders.
Required Skills and Qualifications:

To be successful in this role, you will need:

  • Excellent English communication skills (both verbal and written) including the ability to engage and manage conversations with other nationalities.
  • Solid contact centre experience with an English-speaking client base, preferably from the US or Australia.
  • Understanding of the contact centre environment i.e., the major KPIs; the dynamics of the contact centre work and the various technologies being utilised to support the overall business model.
Benefits:

As a valued member of our team, you can expect:

  • A competitive salary package.
  • Ongoing training and development opportunities.
  • A dynamic and supportive work environment.
  • The chance to work with a leading global bank.
So why choose us?

We provide our people with a range of benefits, including access to health and wellbeing services. We also have flexible working options so that our people can 'make work, work for them'. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself.

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