cib - access support group - client Service specialist ivJPMorgan Chase

Job Description : Key Responsibilities: Global Client Access - Access Support Group provides high quality technical support via telephone and chat. Technical Support Specialists act as the primary technical contact for all JPM Access users and escal Job Description : Key Responsibilities: Global Client Access - Access Support Group provides high quality technical support via telephone and chat. Technical Support Specialists act as the primary technical contact for all JPM Access users and escalation of all unresolved problems/potential risk to second level support. The agents will also be responsible for performing routine daily tasks and participating in special department projects. To include but not limited to: Provide telephone hotline support, chat support and email enquiry support to JP Morgan Access users. Log and manage calls/chats into the support tracking system. Resolve customer issues and queries in a way that reflects and expresses excellent customer service. Take ownership and provide technical support and customer service to clients and business areas within JPMorgan. Liaise with support functions and other business units to ensure the customer receives satisfactory responses in a timely manner. Ensure all unresolved problems are escalated in accordance to instructions held on Policy & Procedure website. Provide in-house training to other Client Access staff in all aspects relating to new development / releases of SME product and its use with client base. Ensure all complaints are escalated appropriately, leveraging the sensitive client process. Familiarization testing of new product and platform releases prior to releasing to clients. Ad-hoc initiatives to improve quality create efficiency or improve client experience. Essential Skills & Experience -- include specifics regarding academic/ professional qualifications (e.g. degree, university, results), # yrs total and # yrs relevant work experience, relevant employers, relevant experience (nature of work/ job functions) Call center/ Chat Assist experience preferred but not required Excellent communication skills (verbal and written) with emphasis on banking terminology Demonstrate listening (verbal and written) skills and ability to utilize probing questions to accurately assess inquiry or request Ability to work in a fast-paced environment and an adaptability to change Strong problem-solving and decision-making skills Exhibits ability to work effectively in a team environment Proficiency in MS Office with the ability to work with multiple applications at the same time Key Performance Indicators Customer Satisfaction Quality Average Handle Time Attendance, etc. Hours of Work / Shift Timings Fully-staffed: Monday-Friday, 8:00 AM ' 9:00 PM Eastern Standard Time
Monster

Metro Manila
Permanent
Full-time