Customer Support Associate

Netbank; Metro Manila; On-site; PHP 300,000 - 420,000; Full time

Job summary

Netbank is seeking a Customer Service Associate in Metro Manila to assist customers with inquiries, troubleshoot basic concerns, and document issues. You will log tickets in HubSpot, escalate where needed, and support knowledge sharing to improve service quality.

Working with CBS (view-only access) to retrieve account details and coordinating with senior staff to enhance response times and efficiency for Netbank products and services.

Qualifications

• Respond to customer inquiries via email and chat.
• Assist with basic troubleshooting of Netbank Mobile products and services.
• Log and manage customer tickets in HubSpot with proper tagging and documentation.

Responsibilities

• Respond to customer inquiries via email and chat.
• Address basic troubleshooting for Netbank Mobile products and services.
• Use HubSpot to log and manage customer tickets with correct tagging.
• Follow escalation procedures for issues needing further investigation or approvals.
• Learn CBS (Core Banking System) with view-only access to retrieve account details.
• Update the monitoring sheet for Time Deposit Product and track maturities.

Skills

Customer service

Communication skills

Problem solving

Education

High school diploma or equivalent

Tools

HubSpot

Job description

The Customer Service Associate is responsible for assisting customers with inquiries, troubleshooting basic concerns, and ensuring a smooth support experience for Netbank products and services. This role involves handling customer interactions, documenting issues, and escalating cases when necessary.

• Respond to customer inquiries via email and chat, providing accurate and timely information.
• Address frequently asked questions and assist with basic troubleshooting of Netbank Mobile products and services.
• Use HubSpot to log and manage customer tickets, ensuring correct tagging and proper documentation.
• Follow standard escalation procedures for issues requiring further investigation or approvals.
• Learn and navigate CBS (Core Banking System) with view-only access to retrieve necessary account details.
• Update the monitoring sheet for Time Deposit Product and track account maturities.
• Work closely with senior team members to improve response quality and service efficiency.