Analyst
Employee | Contact Centre | Professional | Philippines | Makati | 2024-04-24 | REQ-10067392
Position description
Position title
Customer Care Agent
Department
Retail Banking
Team
Customer Experience and Service
Location
Manila
Reports to (title)
Contact Centre Team Leader
Position summary
As a Customer Care analyst, you will be a part of a team with other Customer Care Specialists, and a Team Leader working a fully rotational roster in line with business requirements across the Contact Centre hours of operation.
This role is crucial in managing our customers’ experience with ING as it is the first point of contact with our customers for all enquiries on Savings products. Customer Care Agents will be responsible for communicating effectively through a combination of inbound, outbound, written and face to face activities with new and existing clients.
Every aspect of this role relates to the customer experience you provide; ensuring you service our customers by identifying their needs and providing empathy and appropriate solutions whilst maintaining a friendly, resilient, courteous and professional and Language of written messages align to Retail Country standards to ensure excellent customer service and no change to customer behavior. This will be evaluated through the existing QA program in the Retail Country
%
Major responsibilities
Activities completed
Measures of success
60%
Provide service excellence in sales through service environment, supporting business growth targets, vision and goals.
Provide service excellence to ING’s customers as first point of contact via CHAT, In App Messaging and other social media platforms to be used by ING.
Provide accurate and up to date information to clients and potential clients
Sales through engagement, product knowledge and service excellence
Adhere to risk and compliance processes
Increase client-base sales through cross-buy and new business opportunities
Accurately record information in relevant systems
Agreed KPI’s are met or exceeded.
Customer centricity behaviours demonstrated/observed in all day to day activities Quality Assurance Results Business and individual performance objectives met Legal Risk & Compliance requirements met Sales targets achieved Efficiency targets met
30%
Take ownership of all customer interactions, “One & Done, Two’s Too Many”
Customer complaint management by following up complaints/ issues to resolution
Retaining customers at every opportunity
Quality customer experience provided on all client interactions
Quality Assurance results Compliments
Resolution of complaints within SLA Demonstrated ownership of issues Customer Not Contacted results
10%
Take ownership of own development to increase on the job knowledge and personal growth development
Pro-active in increasing own knowledge and providing value to the business
Cross training on additional products / departments
Raising issues, seeking support, resilience
Assessment results Development plan achieved Additional training completed Performance outside of core role
Major challenges
- Understanding our products and regulatory requirements
- Working in a highly structured and monitored environment
- Sales skill to identify products for the purpose of cross-buy and new to business opportunities
- Effective issue resolution
- Adherence to set process and procedures
- Keeping up to date with internal and industry changes
- Dealing with difficult & irate customers
- Dealing with highly distressed customers
- Managing interactions safely for self and customers
- Adapting to change – both minor and major
- Knowledge retention and practical application
- Multi-tasking through cross training on additional products / functions
- Not providing financial advice
- Providing accurate product and process information to customers
- Determine product options to meet customers’ needs
- Act within relevant legislative requirements
- Analyse personal score card to identify and recommend ways to improve and measure performance through objectives
Mandatory policies and procedures that must be adhered to in all roles include:
- Human Resource policies and procedures
- Workplace health and safety policy and programs - to ensure employees health and safety and the health and safety of others in the workplace.
- Other ING policies and procedures
Most frequent contacts (who)
Nature or purpose (why)
Customer Service Manager
General management and feedback
Daily Banking Team Managers
General management and feedback
Team Leader
Monitor day-to-day results, coaching and feedback
Other Contact Centre Team Leaders
General support, as required
Specialised Care Team
Escalations, Validation and Specialised Care calls
Other Customer Care Specialists
Team, knowledge sharing
Customers / potential customers
Assist with Sales, Service and complaints
Other Business Units
Information, escalations etc
Essential
Desirable
Education
HSC or Equivalent
Technical skills
Intermediate PC skills, including internet and e-mail Ability to multitask
Typing speed min 35wpm
Previous experience
Strong customer centric focus Ability to retain, interpret, relay information
Proven skills in telephony and sales Exceptional verbal and written communication skills
Effective Listening
Ability to problem solve and think outside of the box
Ability to work as part of a team Effective interpersonal skills Ability to work in a busy environment and under pressure Ability to work in a highly structured environment
Self-motivated and goal orientated
Managing self through distressing or challenging interactions
Prepared to lead by example Previous banking experience Experience working to a rotating roster.
Contact Centre experience