Customer Service Expert

5 days ago


Manila, National Capital Region, Philippines ING Hubs Philippines Full time
Job Overview

ING Hubs Philippines is seeking a skilled Customer Care Analyst to join our team. As a key member of our support staff, you will provide comprehensive assistance to clients across various channels.

">Responsibilities
  1. Client Support: Provide detailed and accurate information to clients on various topics, including but not limited to, organizational processes, operational tasks, and client requests.
  2. Chat Management: Manage multiple chat conversations simultaneously, ensuring timely and effective resolution of client queries.
  3. Language Support: Utilize translation tools to communicate with clients in French and Dutch, as well as English, when necessary.
  4. Problem-Solving: Identify relevant ING experts to consult and interpret information to provide accurate solutions for clients.
  5. Complaint Resolution: Manage end-to-end the execution of client complaints and ensure satisfactory resolutions.
  6. Initiatives: Suggest and contribute to initiatives that improve customer satisfaction and service performance metrics.
  7. Process Adherence: Follow mandatory process steps to protect the organization from risk and escalate situations deviating from procedures.
  8. Order Processing: Record and process custom/special customer orders, handling ambiguous delivery expectations.
  9. Operations Management: Provide operational support by performing route activities using existing systems and protocols.


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