Customer Service Representative (CSR)


  • Makati, Philippines
    Makati, Metro Manila, Philippines
    Metro Manila
  • Full time
Posted a month ago and deadline of application is on 9 Nov
Recruiter was hiring 8 hours ago

Customer Service Representative (CSR)


Job Description

Customer Representatives are responsible for providing quality service to Cardholders, Metrobank, and PSBank branches/clients, by ensuring timely and accurate resolution of card sales, service inquiries, requests, and concerns made via call, email and other correspondences.

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

Minimum Qualifications

  • 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, and /or holidays;

Perks and Benefits

  • Paid Holidays Paid Holidays
  • Paid Vacation Leave Paid Vacation Leave
  • Paid Sick Leave Paid Sick Leave
  • Paid Bereavement/Family Leave Paid Bereavement/Family Leave
  • Maternity & Paternity Leave Maternity & Paternity Leave
  • Single Parent Leave Single Parent Leave
  • Special Leave Benefits for Women Special Leave Benefits for Women
  • Retirement Benefit Plans Retirement Benefit Plans
  • Life Insurance Life Insurance
  • Medical / Health Insurance Medical / Health Insurance
  • Medical, Prescription, Dental, or Vision Plans Medical, Prescription, Dental, or Vision Plans

Required Skills

  • Problem Sensitivity
  • Customer Service
  • Critical Thinking
  • Communication Skills

Jobs Summary

Job level
Fresh Grad / Entry Level
Job category
Customer Service
Educational requirement
Bachelor's degree graduate
Recruiter response to application
Office Address
Makati, Metro Manila, Philippines
Banking / Mortgage
10 openings

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About Metrobank

Be part of a leading financial institution Metrobank is the country’s premiere universal bank with the largest consolidated network of over 870 branches and over 1,900 automated teller machines nationwide, and 33 foreign branches, subsidiaries and representative offices. A recognized leader in the country’s banking industry, Metrobank has become the trusted banking partner, staying true to its promise of keeping you in good hands. Experience a fruitful and rewarding career The driving force of Metrobank’s success is its people who are committed to product quality and service excellence; practice strong work ethics and good governance. We uphold a culture anchored on our core values of customer delight, teamwork, passion for results and integrity. In Metrobank, hardwork is well-rewarded with a long term career and a competitive rewards system. Learn from trusted professionals Metrobank is an excellent training ground for individuals who aim to learn and gain exposure to the different facets of banking and finance. The learning opportunities are immense as you work with top-notch experts of the banking industry - a driven team of individuals who put value on excellence and passion for service.