Customer Representatives are responsible for providing quality service to Cardholders, Metrobank, and PSBank branches/clients, by ensuring timely and accurate resolution of card sales, service inquiries, requests, and concerns made via call, email and other correspondences.
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. Handle and manage cardholder requests, inquiries, and complaints regarding products and services following the established guidelines and performance standards. Educate cardholders of correct procedures regarding the company’s products and services. Handle card maintenances to facilitate cardholder requests and concerns. Perform cardholder information updates such as a change in billing address/alternate address and contact numbers. Coordinate with the concerned departments and monitor the processing of requests, including providing feedback through call or email to the branches and/or cardholders, within a reasonable time. Refer or escalate calls in a prompt and professional manner when appropriate. Keep informed of the introduction of new systems, policies and procedures, and new product features. Cross-sell other products/cards/services of Metrobank Card Corporation when necessary. Make timely decisions regarding reversal of charges within the empowerment guidelines; reconcile accounts if necessary for its approval. Participate in the daily/weekly update to the team. Minimum Qualifications:
Bachelor’s degree from a college/university; Excellent Oral and Written Communication Skills; Proficient in the following Microsoft applications: Word, Excel and PowerPoint; Willing to work overtime, on shifting, on weekdays, weekends, and /or holidays;