Contact Center Professional
Financial Services
ContactCenterProfessionalPartTime
“Contact Center Professional - Part Time at Contact Center Professional. Skills: Customer relationships, Customer retention, Customer satisfaction, Value realization. Interact with clients through chat. Interact with clients through voice calls”
What You'll Achieve.
Achieve targets in productivity; Achieve targets in turnaround times
Industry & Context.
Resolve issues; Resolve problems; Identify and correct system-generated responses; Deal with complex issues
Minimum 20 hours a week, Maximum 40 hours a week
What They're Looking For.
Must Have
College graduate, Professional working experience in Banking, Proficient in spoken and written English, Knowledgeable in MS Office, Able to perform standard operations, Able to perform standard payments correctly, Able to execute quality checks, Comply with work process instructions and scripts, Act independently when executing customer requests, Make standard payments, Improve workmanship, Daily consultation with team members
Nice to Have
Experience in a Shared Service or BPO, Willing to obtain required country certifications, WFT certification prior to production
What You'll Do.
Interact with clients through chat
Interact with clients through voice calls
Interact with clients through video calls
Interact with clients through email
Interact with clients through messaging
Process customer requests in systems
Manage end-to-end execution of client requests
Manage complaint resolution actions
Identify system-generated responses
Correct system-generated responses
Understand information needed for service
Understand support needed for service
Adhere to risk processes
Adhere to compliance processes
Report deviations to appropriate personody
Integrate mission and vision in activities
Act in line with ING rules
Act in line with ING policies
Help the team achieve targets
Achieve productivity targets
Achieve turnaround time targets
Deal with complex issues
Take on new opportunities
Take on tough challenges
Take immediate action to resolve issues
Take decisive action to resolve issues
Take independent action to resolve issues
Quickly identify new opportunities
Consistently identify new opportunities
Pursue beneficial new opportunities
Build partnerships with others
Work collaboratively with others
Meet shared objectives
Involve others to accomplish tasks
Communicate effectively
Discourage "us versus them"
Show appreciation for others' ideas
Show appreciation for others' input
Work with minimum supervision
Provide technical guidance when required
Develop policies and procedures
Monitor policies and procedures
Interpret policies and procedures
Understand policies and procedures
Ensure policies match strategies
Ensure policies match objectives
Be proactive in cross-skilling initiatives
Learn multiple processes
Be assigned to various channels
Switch between channels as required
Perform other tasks as assigned
How You'll Work.
Team & Collaboration
Build partnerships; Work collaboratively; Meet shared objectives; Involve others; Communicate effectively; Share ideas; Appreciate ideas; Appreciate input; Daily consultation with team members
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