Customer Service Representative - Voice Account (Rolling Intake)

About Security Bank 

Security Bank Corporation is one of the Philippines' leading universal banks serving retail, commercial, corporate and institutional clients.

Your role

As a Customer Service Representative (Voice Account), you will be responsible for delivering the Center’s objective of providing quality service to customers, particularly through robust and effective customer service & contact desk. You will attend to clients’ inquiries, requests, and complaints within the set service standards.

• Receive inbound or conduct outbound calls to support and manage client inquiries, requests, and address concerns.
• Fulfill and ensure completion or closure of all lodged tickets
• Read or check daily updates, announcements, or process amendments as indicated in the knowledge base; Review process documentation and references as necessary
• Accomplish and submit required trackers or performance records according to the prescribed frequency
• Adhere to assigned breaks  or off-phone schedules; Utilize the appropriate auxiliary modes to ensure proper tagging of activity
• Attend all required pieces of training, refreshers, or new knowledge courses; Complete all mandatory learning courses
• Elevate timely any escalated interaction; Adhere to the escalation process
• Coordinate with Team Leader in determining mitigating steps and providing the best solution for clients

Training, development, and rotations

• Learning is key. Security Bank provides in-house and external seminars to all.
• Extensive training and mentorship

Compensation and benefits

• Competitive package and merit increase for a job well done.
• They have annual check-ups and special rates for vaccinations.
• Our in-house gym and fitness provider partners will keep you fit.

Career progression

• They care for their employees and their development.
• They are driven to provide personalized services which fit the needs of their customers.
• They provide sustainable value to their shareholders and the communities they serve.

Work-life balance

Many employees appreciate Security Bank’s efforts to modernize its operations. This culture of continually going after innovation allows employees to be updated with the latest technologies.

New employees can also expect a competitive workplace environment, which makes it difficult to climb the corporate ladder. It is, however, a matter of perspective among fresh grads. Individuals who thrive on challenges will find it easy to adapt in the company’s workplace.

In terms of work-life balance, most employees at Security Bank work during regular business hours from Monday to Friday. The company also allowed many employees to work from home during the COVID-19 pandemic.

Company culture

• Integrity
  They act respectfully and honestly to honor commitments while ensuring timely, best-in-class delivery, even when in challenging situations.
• Empowerment
  They are accountable for the authority are given and the authority they give to others.
• Innovation
  They reimagine existing processes and tools toward achieving better outcomes.
• Execution Excellence
  They effectively operationalize strategic goals and drive process and service excellence.

About you

• Bachelor’s Degree in any field
• Preferably with at least 6 months of customer contact center experience
• Must have effective communication skills
• Knowledgeable with MS Office
• Able to multi-task and manage various types of client interactions
• Must be willing to work on shifting schedule, holidays, or weekends as needed
• Fresh Graduates are welcome to apply!

How to apply

To apply for this position, simply click the "Apply" button on this page.

Source/s:

• securitybank.com.ph
• ph.prosple.com
• ph.indeed.com