Community Manager

CIMB Bank Philippines

  • Taguig, Philippines
    28th Floor ORE Central, 31st Street , Taguig, Metro Manila, Philippines
    Taguig
    Metro Manila
    Philippines
    Philippines
  • Full time
Recruiter was hiring 12 hours ago

Job Description

Key Responsibilities

  1. Respond to messages, comments and reviews in a timely manner on all social media accounts.
  2. Monitor and report on feedback and online reviews
  3. Ensures that all complaints are handled to the highest quality and fulfilled according to our standard turnaround time
  4. Analyzes the current scenario of a customer concern, locate, and highlight certain issues which requires immediate response, and tracks that critical problem, monitor it appropriately, and manage the escalating situation.
  5. Assures availability if a problem arises during the monitoring period, closing the escalation process once the monitoring period is completed successfully, and ensuring customer satisfaction before closing the escalation
  6. Coordinate with Marketing, PR and Communications teams to ensure brand consistency
  7. Liaise with Products, Business Development, MBE department to stay updated on new products and features
  8. Build preofessional relationships with customers, industry professionals and journalists
  9. Ensure familiarity with the policies and procedures
  10. Communicate accurate information to agents and/or customers, as well as recognize potential additions or modification to policies or procedure
  11. Responsible for acting as a Subject Matter Expert (SME) in the operations floor

Minimum Qualifications

Qualifications

  • College graduate with at least 2 to 3 years of contact centre experience in a banking or financial services environment
  • Minimum 2 to 3 years experience in customer experience
  • Handled all customer service call types such as deposit accounts, personal loans, and general customer service queries

Required Competencies and Skills

  • Strong communication skills
  • Strong analytical and investigative skills
  • Strong problem solving skills
  • Superior customer service orientation
  • Data management skills
  • Superior sense of urgency
  • Excellent critical thinking skills
  • Excellent writing skills
  • Hands on experience with social media management
  • Ability to identify and track relevant KPIs

Jobs Summary

Job level
Associate / Supervisor
Job category
Customer Service
Educational requirement
Bachelor's degree graduate
Recruiter response to application
Sometimes 
Office Address
31st Street, Taguig, Metro Manila, Philippines
Industry
Banking/Financial Institutions
Vacancy
1 opening
Website
https://www.cimbbank.com.ph/en/home.html

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About CIMB Bank Philippines

CIMB Bank Philippines is a mobile-first, all-new digital bank headquartered in Bonifacio Global City, Metro Manila. We are transforming the way Filipinos experience banking with our innovative concept of paperless account opening anytime, anywhere and no fees-- all powered via our easy to use CIMB Bank PH app. Advocating a simple, fast and convenient banking experience—as how it should be. We are an agile team of young and dynamic talents coming from various backgrounds that champion excellence in everything that we do. In only our first year, we have been recognized and awarded by Global Finance as the Best Digital Consumer Bank in the Philippines pioneering impactful initiatives that are reshaping the banking landscape. With a total of 12 awards, highlighting in disruptive banking initiatives and employer branding, we are the fastest growing digital bank in the country. Forward your passion in the team committed to nation-building and driving financial inclusion. Forward your ambition in molding the future of financial services. Forward your career in this all-new digital bank!
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