Customer Service Officer

Group Company: BANK OF THE PHILIPPINE ISLANDS

Designation: CUSTOMER SERVICE OFFICER

Office Location:

Position description: Monitors calls and email of Customer Service Associate to ensure timely resolution of clients’ inquiries and concerns

Primary Responsibilities

• 1. Supervises assigned team’s productivity and resolution to ensure achievement of target count and TAT. 2. Monitors all post-booking transactions and ensure timely and accurate implementation of requests. 3. Recommends operational requirements, improvements and strategies for call and email handling to meet units targets and goals. 4. Coaches and mentors Customer Service Associates to give a clear vision and understanding of the team’s targets and objectives 5. Endorses requests for waivers of fees, charges of clients with pending complaints. 6. Handles escalated, complex or difficult concerns endorsed by Customer Service Associates for immediate resolution 7. Ensure that Customer Service Associates are equipped (in supplies/access and knowledge) prior taking calls or sending emails.
  
  

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