Customer Service Officer

RCBC; Makati; On-site; PHP 391,000 - 580,000; Full time

Job summary

RCBC seeks a CS Associate/Officer to provide after sales service for GTB E-Channel and serve as the contact window for RCBC Corporate clients, with onsite visits or remote assistance via email or phone.

Responsibilities include handling calls and emails, guiding GTB clients, supporting GTB projects for online channels, and tailoring solutions for banking needs to ensure customer satisfaction.

Qualifications

• 4-year 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

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

Phone support

Email support

IT applications

Education

4-year degree

Tools

IT applications

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