Customer Service Officer

BDO Unibank; Cebu City; On-site; PHP 280,000 - 360,000; Full time

Job summary

BDO Unibank is seeking a Customer Service Officer (Voice & Non-Voice) in Cebu City to deliver excellent service to retail customers, BDO-accredited merchants, and the public via phone, email, fax, and social media.

Responsibilities include handling inquiries about accounts and banking products, resolving issues, escalating when needed, and maintaining compliance to meet KPIs and quality standards. Banking experience is an advantage.

Qualifications

• 2+ years of call center experience.
• Banking experience 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 immediate superior to facilitate resolution.
• Submit required reports and documentation related to inquiries, requests, and concerns.
• Comply with bank policies, procedures, and guidelines to meet KPIs and quality standards.
• Keep an organized workstation, office equipment, and supplies.
• Perform other duties as assigned.

Skills

Call center experience

Banking industry experience

Job description

CUSTOMER SERVICE OFFICER (VOICE & NON-VOICE)

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, BDO's 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 bank's 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

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