Business Solutions Customer Service Associate/Officer
RCBC
Date: 2 weeks ago
City: Makati City
Contract type: Full time
Job Summary
- Provides after sales service support for all GTB E-Channel services. After sales servicing would involve onsite visits to client or remote assistance via email or phone. The CS Associate/Officer acts as a point of contact window through GTB, for RCBC Corporate clients
- Handles and monitors phone calls and emails from internal and external customers in a timely and definitive manner.
- Ensures products and/or Programs are implemented thoroughly to the satisfaction of both internal and external customers.
- Provides guidance to GTB clients through phone, email or online assistance as part of GTB after sales service in order to meet customer experience/satisfaction.
- Provides valuable inputs and support to GTB projects/deals specific to the e-channel platforms that may require some customization for unique requirements.
- Develops and enhances online infrastructure to monitor ageing and fulfillment for both incoming and outgoing communications from and to the inquiring (internal and external) clients.
- Monitors and analyzes data on the turnaround time of enrollments, servicing and investigation items to improve on its handling and resolution of referred items.
- Reviews and analyzes product/service volumes and revenues to determine business directions, strategies and action plans when necessary.
- Designs, develops, enhances, tests and launches GTB products, specifically online channels for Cash Management Services when necessary.
- Performs other functions as may be assigned by GTB Business and Group Heads from time to time.
- Performs enrollment and administration set-up to enable customers with their chosen e-channel platform/s.
- Adequate knowledge in IT-applications specific for system customization/interface. May have product development/marketing in the field of business or banking
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