CBS - CUSTOMER SERVICE REPRESENTATIVE (INBOUND)

Metrobank; Makati, Eastern Manila District; On-site; PHP 223,200 - 334,800; Full time

Job summary

Metrobank is looking for a Customer Service Representative to provide top-notch support to credit card holders. The role involves handling inquiries, ensuring service standards, and educating customers to enhance their experience.

Prospective candidates should hold a bachelor’s degree, possess strong communication skills, and be proficient in Microsoft applications. This is a full-time position based in Makati with a shifting schedule.

Qualifications

• At least 1 year experience in Customer Service is an advantage, but fresh graduates are welcome to apply.
• Candidates must be amenable to work onsite 100% with a shifting schedule.

Responsibilities

• Provide quality service to Metrobank and PS Bank Credit Card holders.
• Handle and manage cardholder requests and inquiries.
• Cross-sell other products/cards/services of Metrobank Card Corporation.

Skills

Excellent Oral and Written Communication Skills

Proficiency in Microsoft Word

Proficiency in Microsoft Excel

Proficiency in Microsoft PowerPoint

Education

Bachelor’s degree from a college/university

Job description

CBS - CUSTOMER SERVICE REPRESENTATIVE (INBOUND)

Be #InGoodHands with Metrobank!

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 elevate 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 must be amenable to work onsite 100% with a shifting schedule including graveyard, nightshift, morning, midday, weekends/holidays.

Others:

Rank: Rank & File

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