Customer Service Representative (CS Chat Support for Local Account)

A CS Chat Support provides the necessary email or chat assistance and education for all incoming inquiries coming from existing and potential borrowers.

Qualifications:

at least 6 months of experience in Email or Chat Support

has worked as a Customer Service Representative for at least 6 months

with fast typing speed (45 WPM and above)

willing to be assigned in Mandaluyong

Your responsibilities include but are not limited to the following:

Core Responsibilities:

Manage time wisely to meet or exceed the defined functional performance requirements

Follow established operations protocols and standard work procedures

Interact with other members of the team with respect, sensitivity, tact, and professionalism

Support Management with process and policy changes that can contribute to the overall objectives of the organization

Engage in acceptable customer interactions as defined in the Customer Interaction Policy

Functional Responsibilities:

Respond in a timely and efficient manner to all incoming inquiries for one (or multiple) service touch points as may be assigned (e.g. inbound hotline, email, chat, voicemail, outbound courtesy calls)

Provide complete and proper education on processes and procedures for existing customers depending on where they are in the customer life cycle.

Handle service/product inquiries and complaints effectively and ensure operational protocols are strictly followed for special escalations (e.g. investor or media relations, etc.)

Input results of interactions properly following prescribed documentation standards

Secondary Function:

Might be assigned to work on special projects or associated tasks or create reports as needed