Community Manager
CIMB Bank Philippines
- Taguig, Philippines28th Floor ORE Central, 31st Street , Taguig, Metro Manila, PhilippinesTaguigMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Job closed.
Job Description
Key Responsibilities
- Respond to messages, comments and reviews in a timely manner on all social media accounts.
- Monitor and report on feedback and online reviews
- Ensures that all complaints are handled to the highest quality and fulfilled according to our standard turnaround time
- 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.
- 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
- Coordinate with Marketing, PR and Communications teams to ensure brand consistency
- Liaise with Products, Business Development, MBE department to stay updated on new products and features
- Build preofessional relationships with customers, industry professionals and journalists
- Ensure familiarity with the policies and procedures
- Communicate accurate information to agents and/or customers, as well as recognize potential additions or modification to policies or procedure
- 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
About CIMB Bank Philippines
Why We Exist:
The most awarded digital bank in the Philippines.
We entered the Philippines market to spark the future-ready, customer-obsessed transformation in the Banking sector. Since our launch, we have rallied behind the vision of bringing an accessible and seamless banking experience to the consumers while helping them achieve financial freedom. We aim to be the most trusted digital bank for every Filipino.
The People & Culture:
We call ourselves CIMB Mavericks - unique individuals who are thriving in a fast-paced and highly competitive environment. Everyone who joins CIMB Bank is not afraid to own big responsibilities and are very persistent in creating new ways to achieve our goals. Aside from looking after our own successes, we embody malasakit and ensure that we also take care of our colleagues’ feat. Every day we are fueled by our shared purpose. To top it off, we thrive in a modern work environment which allows us to be fun to the core.