Customer Care Senior Analyst
Background on what ING is about (Generic ING background):
ING Hubs Philippines (ING Hubs PH) is an international part of the ING organization delivering services to many Business Units across the world for both Wholesale Banking and Retail Banking activities. Working for ING Hubs PH means working with the most diverse workforce and where no challenge is the same.
At ING our purpose is to empower people to stay a step ahead in life and business. We believe that sustainable progress is driven by people with the imagination and determination to make a better future for themselves and those around them.
ING is changing what banking is. For you, that means plenty of opportunities for personal growth in a continuously evolving environment. If this is the environment you thrive in, then apply and join us in changing the future of banking!
Job Overview
As a Customer Care Senior Analyst, you will be a part of a team with other Customer Care Specialists, and a Circle Lead 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 Daily Banking products. Customer Care Agents will be responsible for communicating effectively through a combination of inbound, outbound, written 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 aligned 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.
Key Responsibilities
Provide service excellence in sales through service environment, supporting business growth targets, vision, and goals.
Take ownership of all customer interactions, One & Done, Two's Too Many
Take ownership of own development to increase on the job knowledge and personal growth development.
Help support the development of Junior team members
Be able to communicate and work well with Stakeholders
Key Capabilities/Experience
Contact Center/ BPO Experience
Experience on supporting a Financial Account
Providing accurate product and process information to customers
Determine product options to meet customers needs
Act within relevant legislative requirements
Analyse personal score card to identify and recommend ways to improve and measure performance through objectives
Minimum Qualifications
Intermediate PC skills, including internet and e-mail
Ability to multitask
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
