Deskripsi Pekerjaan
Wells Fargo is a leading global financial services institution with a strong presence in the Philippines. We are currently looking for a motivated Customer Service Representative – In‑House Banking Support to join our dynamic team in Taguig City. In this role, you will be the frontline voice of Wells Fargo, delivering exceptional service to our valued customers and helping them navigate a wide range of banking products and services.
You will handle inbound inquiries via phone, email, and chat, providing accurate information, troubleshooting issues, and ensuring a seamless experience that aligns with our high standards of integrity and transparency. This position offers a collaborative environment where continuous learning and career growth are encouraged.
Tanggung Jawab
- Respond promptly to customer inquiries via phone, email, and chat, maintaining a professional and courteous demeanor.
- Resolve customer concerns and complaints effectively, ensuring adherence to Wells Fargo policies and regulatory guidelines.
- Provide accurate information about banking products, services, accounts, and transaction processes.
- Document all interactions in the customer relationship management system, updating records and tracking resolution status.
- Identify opportunities to cross‑sell and upsell appropriate products while focusing on customer needs.
- Collaborate with team members and other departments to improve service processes and enhance customer satisfaction.
- Meet individual performance metrics such as call quality, average handling time, and customer satisfaction scores.
Kualifikasi
- Bachelor’s degree in Business, Finance, Communication, or a related field (or equivalent work experience).
- Prior experience in a customer service or call center environment, preferably within the banking or financial sector.
- Strong verbal and written communication skills in English; proficiency in Filipino/Tagalog is a plus.
- Ability to multitask, prioritize workload, and adapt to a fast‑paced environment.
- Solid problem‑solving skills with attention to detail and accuracy.
- Basic computer literacy (MS Office, CRM, and help desk software).
- Willingness to work rotating shifts, including weekends and holidays, as required.
- Commitment to upholding ethical standards and maintaining confidentiality of customer information.