Job Summary:
We are seeking an enthusiastic and service-oriented Customer Service Representative with experience or interest in international banking.
The ideal candidate will handle inquiries and provide support to customers worldwide, specifically for clients in the banking sector.
This role requires strong communication skills, professionalism, and a keen understanding of customer service, with the ability to provide accurate information and support in a fast-paced, international environment.
Key Responsibilities:
Provide Global Banking Support: Respond to customer inquiries related to international banking services, account management, and transactions through phone, email, and chat.
Assist with Financial Transactions: Guide customers on procedures for international transfers, account setup, and compliance with banking regulations.
Resolve Customer Issues: Address and resolve customer complaints and inquiries with accuracy and empathy, escalating complex cases when necessary.
Maintain Compliance Standards: Ensure that all customer interactions adhere to banking regulations, confidentiality standards, and company protocols.
Document Interactions: Record all customer details and issues accurately in the CRM system, ensuring up-to-date and thorough records.
Collaborate Across Teams: Work with other banking and support teams to streamline processes, improve customer satisfaction, and troubleshoot banking-related issues.
Meet Key Performance Metrics: Achieve performance targets such as customer satisfaction scores, response times, and resolution rates in line with company standards.
Requirements:
Language Skills: Fluent in Filipino and English (written and spoken).
Experience: Prior experience in customer service, with a background in banking or financial services being a plus.
Banking Knowledge: Familiarity with international banking processes, customer account management, or a keen interest in learning these areas.
Technical Proficiency: Comfortable using CRM software and tools for case management and documentation.
Communication and Problem-Solving Skills: Strong communication skills with a proactive, solution-oriented mindset to address customer concerns.
Adaptability: Willingness to work shifts, including evenings, weekends, and holidays to accommodate international customer needs.
Preferred Qualifications:
Banking/Finance Background: Prior experience or education in banking, finance, or a related field.
Detail-Oriented: Ability to handle customer accounts with accuracy and attention to detail.
Multitasking Ability: Skilled at managing multiple customer inquiries and tasks efficiently.