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

Major responsibility areas

 

 

 

 

 

 

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 requirementsWorking in a highly structured and monitored environmentSales skill to identify products for the purpose of cross-buy and new to business opportunitiesEffective issue resolutionAdherence to set process and proceduresKeeping up to date with internal and industry changesDealing with difficult & irate customersDealing with highly distressed customersManaging interactions safely for self and customersAdapting to change – both minor and majorKnowledge retention and practical applicationMulti-tasking through cross training on additional products / functionsNot providing financial advice

 

< >Decision making/ delegating authority

Providing accurate product and process information to customersDetermine product options to meet customers’ needsAct within relevant legislative requirementsAnalyse 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 proceduresWorkplace 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

 

< >Working relationships

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

Knowledge and skill requirements

 

 

 

 

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