Customer Service Representative - Phonebased

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 company’s products and services
Handle card maintenances to facilitate cardholder requests and concerns.
Perform cardholder information updates such as change in billing address/alternate address and contact numbers
Coordinate with the concerned departments and monitor processing of requests, including providing feedback through call or email to the branches and/or cardholders, within 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.
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, graveyard, and /or holidays