CBS - CUSTOMER SERVICE REPRESENTATIVE

Metrobank; Makati, Eastern Manila District; On-site; PHP 240,000 - 360,000; Full time

Job summary

Metrobank in the Philippines is seeking a Customer Service Representative to provide quality service to cardholders via call, email and other channels, ensuring timely and accurate responses. The role requires knowledge of card products, strong communication skills, and the ability to meet service targets.

On-site work with shifting schedules is required. You will support operations, escalate issues appropriately, and contribute to process improvements while representing Metrobank's commitment

Qualifications

• Bachelor’s degree from a college/university.
• 1 year of experience in Customer Service is an advantage.
• Excellent oral and written communication skills.
• Proficient in Microsoft Word, Excel and PowerPoint.

Responsibilities

• Acquire knowledge of card products, policies and procedures to provide quality service.
• Meet or exceed customer service standards and performance metrics.
• Handle cardholder requests, inquiries and complaints via phone, email, and other channels.
• Educate cardholders on product procedures and updates; update contact details as needed.
• Coordinate with branches and cardholders on processing requests with timely feedback.
• Prepare reports to track cardholder concerns and related activities.
• Escalate calls promptly when appropriate; suggest process improvements.

Skills

Communication skills

MS Office (Word, Excel, PowerPoint)

Education

Bachelor's degree

Job description

Here at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development. With Metrobank, a meaningful life is within your reach!

Position Title: Customer Service Representative

Job Summary:

• A Customer Service Representative is responsible for providing quality service to Metrobank and PS Bank Credit Card holders by ensuring timely and accurate resolution of card sales, service inquiries, requests, and concerns made via call, email and other correspondences.

Duties & Responsibilities

• Acquire adequate knowledge and competence of the card products and features, system functionalities, company policies and procedures and excellent customer service orientation pertinent to the products and services of the bank and other client-organizations.
• Ensure that customer service standards and performance metrics are consistently met, if not exceeded
• Handle and manage cardholder requests, inquiries, and complaints regarding products and services following the established guidelines and performance standards
• Educate cardholders of correct procedures regarding company’s products and services
• Perform cardholder information updates such as change in billing address/alternate address and contact numbers
• Coordinate with the concerned business units and monitor processing of requests, including providing feedback through call or email to the branches and/or cardholders, within reasonable time.
• Prepare reports to track the nature of cardholder concerns, received within the day using specified work codes, reporting system irregularities etc.
• Refer or escalated calls in a prompt and professional manner when appropriate
• Continually identify and suggest process improvements for better customer satisfaction
• Cross-sell other products/cards/services of Metrobank Card Corporation when necessary

Qualifications:

• Bachelor’s degree from a college/university
• At least 1 year experience in Customer Service is an advantage, but fresh graduates are welcome to apply
• Excellent Oral and Written Communication Skills
• Proficient in the following Microsoft applications: Word, Excel and PowerPoint
• Candidates should be amenable to work on site 100% with shifting schedule including (graveyard, nightshift, morning, midday, weekends/ holidays)

Others:

Rank: Rank & File

Unit: Consumer Business Sector / CBS - Operations Group / Customer Service Department