Customer Service Officer

RCBC; Makati; On-site; PHP 300,000 - 420,000; Full time

Job summary

RCBC's GTB E-Channel support team seeks a CS Associate/Officer to deliver after-sales service for RCBC Corporate clients. The role involves onsite visits or remote assistance by email/phone, serving as the GTB contact window.

The successful candidate will handle calls and emails, ensure program implementations meet client needs, provide guidance via phone/email, and contribute to GTB projects related to online channels for cash management services.

Qualifications

• 4-Year College Degree preferably with Banking, Product Development, Business, IT or Accounting-related courses.
• Experience in Banking, IT or Product Development is preferred but not required.
• Adequate knowledge in IT applications for system customization/interfaces.
• Solid customer service experience, preferably in banking.

Responsibilities

• Handles and monitors phone calls and emails from internal and external customers in a timely and definitive manner.
• Ensures products and/or Programs are implemented thoroughly to the satisfaction of both internal and external customers.
• Provides guidance to GTB clients through phone, email or online assistance as part of GTB after sales service in order to meet customer experience/satisfaction.
• Provides valuable inputs and support to GTB projects/deals specific to the e-channel platforms that may require some customization for unique requirements.
• Develops and enhances online infrastructure to monitor ageing and fulfillment for both incoming and outgoing communications from and to the inquiring (internal and external) clients.
• Monitors and analyzes data on the turnaround time of enrollments, servicing and investigation items to improve on its handling and resolution of referred items.
• May be tasked to review, analyze product/service volumes and revenues to determine business directions, strategies and action plans
• May be tasked to design, develop, enhance, test and launch GTB Products, specifically online channels for Cash Management Services.

Skills

Customer service

Banking knowledge

IT applications

Education

4-Year College Degree in Banking/Business/IT/Accounting

Job description

Provides after sales service support for all GTB E-Channel services, After sales servicing would involve onsite visits to client or remote assistance via email or phone. The CS Associate/Officer acts as a point of contact window through GTB, for RCBC Corporate clients.

Job Summary

• Provides after sales service support for all GTB E-Channel services, After sales servicing would involve onsite visits to client or remote assistance via email or phone. The CS Associate/Officer acts as a point of contact window through GTB, for RCBC Corporate clients.

How will you contribute?

• Handles and monitors phone calls and emails from internal and external customers in a timely and definitive manner.
• Ensures products and/or Programs are implemented thoroughly to the satisfaction of both internal and external customers.
• Provides guidance to GTB clients through phone, email or online assistance as part of GTB after sales service in order to meet customer experience/satisfaction.
• Provides valuable inputs and support to GTB projects/deals specific to the e-channel platforms that may require some customization for unique requirements.
• Develops and enhances online infrastructure to monitor ageing and fulfillment for both incoming and outgoing communications from and to the inquiring (internal and external) clients.
• Monitors and analyzes data on the turnaround time of enrollments, servicing and investigation items to improve on its handling and resolution of referred items.
• May be tasked to review, analyze product/service volumes and revenues to determine business directions, strategies and action plans
• May be tasked to design, develop, enhance, test and launch GTB Products, specifically online channels for Cash Management Services.

What will make you successful?

• - 4-Year College Degree preferably with Banking, Product Development, Business, IT or Accounting-related courses
• Not necessary but preferably with experience in Banking, IT or Product Development
• - Adequate knowledge in IT-applications specific for system customization/interface. May have product development/marketing in the field of business or banking
• - Must have a solid customer service experince preferably in banking