CBS - CUSTOMER SERVICE REPRESENTATIVE INBOUND SECTION

Metrobank; Philippines; On-site; PHP 180,000 - 240,000; Full time

Job summary

Metrobank is seeking a Customer Service Representative to deliver quality service to Metrobank and PS Bank Credit Card holders by resolving card sales, service inquiries, requests, and concerns via call, email and other channels.

The role requires knowledge of card products, strong communication skills, and the ability to work on-site with a rotating schedule, including graveyard/night shifts and weekends/holidays.

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.

Responsibilities

• Acquire knowledge of card products and features, system functionalities, policies and procedures, and provide excellent service.
• Ensure customer service standards and metrics are met or exceeded.
• Handle cardholder requests, inquiries, and complaints following guidelines.
• Educate cardholders on procedures for products and services.
• Update cardholder information such as billing or contact details.
• Coordinate with business units and monitor processing of requests within a reasonable time.
• Prepare reports to track cardholder concerns and reporting irregularities.
• Escalate calls promptly when appropriate.
• Identify and suggest process improvements to improve satisfaction.
• Cross-sell other Metrobank Card Corporation products when necessary.

Skills

Customer service

Oral & written communication

Education

Bachelor’s degree

Tools

MS Word

MS Excel

PowerPoint

Job description

Job Description:

Be #InGoodHands with Metrobank!

Here at Metrobank, we dont 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 Metrobanks strong heart for the community, you have the chance to give back and make worthwhile contributions to our nations 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 escalation 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

Location: Makati / Ortigas