Digital Consultant
ANZ
full-time
Posted on:
Location Type: Office
Location: Quezon City • Philippines
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About the role
- Ensuring first contact resolution for customers contacting us through our in-app Message Us channel
- Resolve customers’ enquiries in an efficient and timely manner by understanding their needs, identifying the root cause of the enquiry and providing appropriate and permanent fix.
- Escalating to an appropriate specialist banker or team of experts to deliver timely and accurate resolution, when necessary.
- Become brand ambassadors for ANZ by providing best customer experience through our in-app messaging interactions with the goal of positive NPS returns.
- Work in a professional environment meeting customer-centric, financial and risk metrics and targets as necessary
- Build your skills and banking knowledge quickly through on-going formal training and mentorship from your leaders.
Requirements
- Excellent English communication skills (both verbal and written)
- Must have flexibility to support voice customer contacts when the business requires
- Solid contact centre experience with an English-speaking client base, preferably from the US or Australia.
- Understanding of the contact centre environment i.e., the major KPIs; the dynamics of the contact centre work and the various technologies being utilised to support the overall business model.
Benefits
- access to health and wellbeing services
- flexible working options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
excellent communication skillscustomer-centric approachproblem-solvingflexibilitymentorshipteam collaborationcustomer experience focusroot cause analysisescalation managementtime management