Support Services Coordinator

2 weeks ago

Pasig, National Capital Region, Philippines beBeeClient Full time ₱500,000 - ₱800,000

Job Role

  • We are seeking a dedicated and skilled individual to fill this challenging role.
About the Job

This is a key position within our organization that plays a crucial role in ensuring excellent client service delivery.

  • The successful candidate will be responsible for handling all incoming inquiries, requests, and complaints from various channels of communication and resolving them within agreed service levels.
  • They will provide timely updates to customers regarding pending issues until resolution.
  • Additionally, they will be involved in the resolution of simple to complex cases, basic troubleshooting of system errors, and sending general advisories to clients on system updates, downtime, and year-end activities.
  • Escalated and recurring cases will be elevated to senior staff members or department heads as necessary.
Liaison Functions

The successful candidate will also perform liaison duties, coordinating with internal units to ensure prompt processing of inquiries, requests, and complaints within set service level agreements.

  • They will gather information from various sources to resolve issues and follow up with units to ensure timely resolution of cases.
Administrative Work

In addition to their core responsibilities, the candidate will be required to log, update, and monitor all concerns received from clients in the CRM system.

  • They will also test various systems when needed and report downtime to concerned units in a timely manner.
Key Requirements

To excel in this role, candidates should possess the following skills and qualifications:

  • Banking Background: A strong understanding of banking principles and practices is essential.
  • Basic Bank Products and Services: Familiarity with basic bank products and services is necessary.
  • MS Office Proficiency: Strong proficiency in MS Office applications is required.
Desirable Skills

The ideal candidate should also possess the following desirable skills:

  • Customer Focus: Develop and sustain customer relationships and provide customer satisfaction.
  • Responsiveness: Anticipate client concerns and feelings, communicate effectively, and empathize with clients.
  • Analysis and Decision Making: Identify issues, gather and interpret information, generate solutions, and take action.
  • Innovation and Creativity: Generate new solutions to improve services and search for solutions within areas of expertise.
  • Effective Communication Skills: Clearly disseminate accurate and complete information to customers (internal and external).
  • Complaints Handling: Act with urgency and consideration for client sensitivities when resolving issues.
  • Teamwork and Collaboration: Work and actively participate as an efficient and productive team member.
  • Interpersonal Skills: Develop, maintain, or strengthen partnerships with coworkers and clients.
  • Accountability for Results: Ensure high-quality work and take responsibility for outcomes (positive or negative) of one's work.

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