Customer Care Analyst

2 days ago

Manila One Ayala Tower, Philippines ING Full time ₱150,000 - ₱250,000 per year
  • Employees in this level provide detailed and comprehensive support/expertise to a specific area of the business by taking on responsibility for tasks of an organizational, process or operational nature.
  • Providing accurate and up-to-date information and resolution to existing / potential clients on a variety of channels, primarily in a written format (Chat) and multiple chat concurrence. 
  • Use the translation tool since Chats will be received in French and/or Dutch.
  • May be assigned to also handle English chat, depends on the volume.
  • Exploring solutions to less common client queries by identifying relevant ING experts to consult and interpreting information in a way that is accurate and relevant for the client's context, and actively contributes to ING's library of client solutions.
  • Managing end-to-end the execution of client requests and complaint resolution actions. 
  • Actively suggests and contributes to initiatives to improve customer satisfaction and customer service performance metrics.
  • Follow a range of mandatory process steps to ensure that work is carried out to the required standards to protect the organization from risk. Escalate situations that deviate from the mandatory procedures.
  • Customer Order Processing - Record and process custom/special customer orders, often dealing with ambiguous delivery expectations.
  • Operations Management - Provide operational support by performing a range of route activities using existing systems and protocols.
  • Reports deviations to the appropriate person/body. Understands the mission and vision of the company and has the ability to integrate this in day-to-day activities or as input for projects. Acts in line with ING rules and policies.

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