Customer care specialistRobinsons Bank Corporation

Receives and processes clients' queries, requests and complaints from different channels such as bank hotline number and from other units of the bank and ensures service delivery within approved Customer Care Center Operations parameters and amenable to work on a shifting schedule.
DUTIES & RESPONSIBILITIES:
Receives calls and answers client queries based on prescribed scripts.
Logs all calls received in the End of Day Call Tracking Report and ensures compliance to established Service Level Agreements.
Follows through and liases with other units to ensure that issues are completely resolved.
Assists in the dissemination of customer satisfaction surveys.
Sends End of Day Call Tracking Report to Customer Care Center team lead for consolidation.
Escalates items that are not within the authority of the group ensuring that all required information, to be able to act on the issue, is included or reported.
Reverts back to the client with resolution for issues that are not immediately replied to while making sure that the callback is done in accordance with the required turn-around time.
Asked as unit point person during off hours/days or during absence of C3 Team Leader and Unit Head.
Designated as first level escalation for irate/complex cases.
Assists in sending email corresponds to other Rbank units.
SKILLS AND QUALIFICATIONS:
Must be a graduate of Business Management or any Communications related course.
Experience: Preferably with background in Bank operations.
Others : Adept in handling automated systems that may be required by the given function.
Very good oral and written communication skills.
Possesses very good interpersonal and analytical skills.
Has to have a "passion" for service and a self-starter.