About this role
<p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="color:cornflowerblue;font-family:arial, helvetica, sans-serif"><strong>Be #InGoodHands with Metrobank!</strong></span></p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Here at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development. With Metrobank, a meaningful life is within your reach!</span></p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:arial, helvetica, sans-serif"><strong><span style="color:cornflowerblue">Position Title:</span> Customer Service Representative</strong></span></p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="color:cornflowerblue;font-family:arial, helvetica, sans-serif"><strong>Job Summary:</strong></span></p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 8.0pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">A Customer Service Representative is responsible for providing quality service to Metrobank and PS Bank Credit Card holders by ensuring timely and accurate resolution of card sales, service inquiries, requests, and concerns made via call, email and other correspondences.</span></li> </ul> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="color:cornflowerblue;font-family:arial, helvetica, sans-serif"><strong>Duties & Responsibilities</strong></span></p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Acquire adequate knowledge and competence of the card products and features, system functionalities, company policies and procedures and excellent customer service orientation pertinent to the products and services of the bank and other client-organizations.</span></li> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Ensure that customer service standards and performance metrics are consistently met, if not exceeded</span></li> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Handle and manage cardholder requests, inquiries, and complaints regarding products and services following the established guidelines and performance standards</span></li> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Educate cardholders of correct procedures regarding company’s products and services</span></li> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Perform cardholder information updates such as change in billing address/alternate address and contact numbers</span></li> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Coordinate with the concerned business units and monitor processing of requests, including providing feedback through call or email to the branches and/or cardholders, within reasonable time.</span></li> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Prepare reports to track the nature of cardholder concerns, received within the day using specified work codes, reporting system irregularities etc.</span></li> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Refer or escalate calls in a prompt and professional manner when appropriate</span></li> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Continually identify and suggest process improvements for better customer satisfaction</span></li> <li style="margin:0.0in 0.0in 8.0pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Cross-sell other products/cards/services of Metrobank Card Corporation when necessary</span></li> </ul> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="color:cornflowerblue;font-family:arial, helvetica, sans-serif"><strong>Qualifications:</strong></span></p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Bachelor’s degree from a college/university</span></li> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">At least 1 year experience in Customer Service is an advantage, but fresh graduates are welcome to apply</span></li> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Excellent Oral and Written Communication Skills</span></li> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Proficient in the following Microsoft applications: Word, Excel and PowerPoint</span></li> <li style="margin:0.0in 0.0in 8.0pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Candidates should be amenable to work on site 100% with shifting schedule including (graveyard, nightshift, morning, midday, weekends/ holidays)</span></li> </ul> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="color:cornflowerblue;font-family:arial, helvetica, sans-serif"><strong>Others:</strong></span></p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Rank: Rank & File</span></p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Unit: Consumer Business Sector / CBS - Operations Group / Customer Service Department </span></p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Location: Makati / Ortigas</span></p>