Customer Service Representative (Voice) - Makati | Open for Fresh Graduates

Metropolitan Bank & Trust Company; Makati; On-site; PHP 246,000 - 335,000; Full time

Job summary

Metropolitan Bank & Trust Company in Makati / Ortigas is seeking a Customer Service Representative to provide quality service to Metrobank and PS Bank Cardholders, resolving inquiries via call, email and other channels.

The role requires a Bachelor's degree, strong oral and written communication, proficiency in Word, Excel and PowerPoint, and willingness to work on-site with a shifting schedule, including nights, weekends, and holidays.

Qualifications

• Bachelor's degree from a college/university.
• 1 year customer service experience is an advantage; fresh graduates are welcome.
• Excellent oral and written communication skills.
• Proficient in Word, Excel and PowerPoint.
• Candidates should be amenable to work on site 100% with shifting schedule including graveyard, nightshift, morning, midday, weekends/holidays.

Responsibilities

• Acquire adequate knowledge of card products, system functionalities and policies.
• Ensure customer service standards and performance metrics are met or exceeded.
• Handle cardholder requests, inquiries and complaints per guidelines.
• Educate cardholders on procedures.
• Update cardholder information (billing/address/contacts).
• Coordinate with business units and monitor processing of requests.

Skills

Oral communication

Written communication

Microsoft Word

Microsoft Excel

PowerPoint

Education

Bachelor’s degree

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Be #InGoodHands with Metrobank!

Here at Metrobank, we don't 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 Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development. With Metrobank, a meaningful life is within your reach!

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 escal 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)

Location

Makati / Ortigas