Customer Service Officer

BDO Unibank, Inc.; Cebu City; On-site; PHP 257,000 - 357,000; Full time

Job summary

BDO Unibank, Inc. in Cebu City, Philippines, seeks a customer service representative to deliver high-quality support to retail customers and merchants via phone, email, fax, and social media, handling inquiries about deposits, loans, retail and credit cards, remittance, rewards, and Personal Online Banking.

The role emphasizes adherence to bank policies, KPI targets, and accurate documentation, with a background in call center experience and a bachelor’s degree preferred.

Qualifications

• Bachelor's degree required.
• Experience in call center environments is preferred.
• Experience in banking industry is an advantage.

Responsibilities

• Handle and provide quality service, support, and fulfillment to customer inquiries, requests, and concerns.
• Escalate customer concerns and system issues to supervisor to facilitate resolution.
• Submit required reports and documentation to supervisor related to inquiries, requests, and concerns.
• Comply with bank policies, procedures, and guidelines to meet KPI targets and quality standards.
• Maintain an organized workstation, office equipment, and supplies.
• Perform other duties and responsibilities that may be assigned from time to time.

Skills

Customer service

Communication

Problem solving

Education

Bachelor's degree

Job description

Job Description:

Primarily responsible for providing excellent customer service to all BDO retail customers, BDO accredited merchants, and the general public through timely and quality handling and fulfillment of inquiries, requests, and concerns received via phone, email, fax and in social media, related to their bank accounts and banking transactions, BDOs retail product and services, such as, deposits, loans, retail and credit cards, remittance, BDO Rewards, and Personal Online Banking.

Key Responsibilities:

• Handle and provide quality service, support, and fulfillment to customer inquiries, requests, and concerns.
• Escalate customer concerns, work system issues, and any problem encountered to his/her immediate superior to facilitate resolution.
• Submit required reports and documentation to immediate superior related to inquiries, requests, and concerns received.
• Comply strictly with the banks standard policies, procedures, and guidelines in the performance of day-to-day tasks to meet the agreed KPI targets ad quality standards at all times.
• Keep and maintain an organized workstation, office equipment, office supplies and tools.
• Perform other duties and responsibilities that maybe assigned from time to time.

Key Qualifications:

• Bachelors degree
• At least 2 years call center experience
• Experience in banking industry is an advantage

Primarily responsible for providing excellent customer service to all BDO retail customers, BDO accredited merchants, and the general public through timely and quality handling and fulfillment of inquiries, requests, and concerns received via phone, email, fax and in social media, related to their bank accounts and banking transactions, BDOs retail product and services, such as, deposits, loans, retail and credit cards, remittance, BDO Rewards, and Personal Online Banking.

Key Responsibilities:

• Handle and provide quality service, support, and fulfillment to customer inquiries, requests, and concerns.
• Escalate customer concerns, work system issues, and any problem encountered to his/her immediate superior to facilitate resolution.
• Submit required reports and documentation to immediate superior related to inquiries, requests, and concerns received.
• Comply strictly with the banks standard policies, procedures, and guidelines in the performance of day-to-day tasks to meet the agreed KPI targets ad quality standards at all times.
• Keep and maintain an organized workstation, office equipment, office supplies and tools.
• Perform other duties and responsibilities that maybe assigned from time to time.

Key Qualifications:

• Bachelors degree
• At least 2 years call center experience
• Experience in banking industry is an advantage

BDO Unibank, Inc. provides equal opportunity to all qualified candidates. Hiring decisions are based on job requirements and candidate qualifications, and shall not be influenced by any consideration of race, color, religion, sex (including sexual orientation and gender identity), national or ethnic origin, or disability. Requisition ID: 27452