CPS Contact Center Specialist

About the Position

We are looking for a CPS Contact Center Specialist to join our team in Makati City, Philippines. This role focuses on customer loyalty and engagement, ensuring exceptional service and support.

Responsibilities

• Operational Excellence

  • Responds to chats through the virtual agent capability and ensures adherence to response and resolution timeliness.
  • Provides advice to HR-related matters covering all bases of HR support resolutions.
  • Triages transactions to Tier 2 accurately and timely.
  • Escalates and seeks support on complex HR inquiries and issues to risk manage potential escalations.
  • Coordinates with local people services and other workstreams to provide employee experience.

• Engagement and Recognition

  • Identifies potential improvements in the Chatbot flows.
  • Takes part in updating the knowledge base real-time.
  • Actively participates in calls, stand-ups, and learning sessions to strengthen service knowledge.
  • Proactively takes part in delivering good client working relationships.

• Orange Behavior

  • You take it on and make it happen - Meets deadlines and deliver employee experience.
  • You help others to be successful - Takes part in executing projects in Contact Center.
  • You are always a step ahead - Develops 1-2 skills to become future-ready (i.e., ownership and accountability, problem-solving skills, etc.).
  • Actively raises risk concerns and reports near-misses or valid data breaches on a timely manner.

Requirements

• Advanced proficiency in English.

We Offer

• Opportunity to work in a dynamic and inclusive environment.
• Be part of a global organization with a strong commitment to diversity, equity, and inclusion.
• Professional growth and development opportunities.

About the Company

ING is a global bank with a strong European base. More than 60,000 colleagues serve around 38 million customers and corporate clients in over 40 countries. Working at ING means working with great people: friendly, collaborative, and fun! We empower the people around us and our customers to stay a step ahead. A job at ING comes with autonomy and the expectation to drive progress, deliver a superior customer experience, and create a more sustainable future for people and planet.

Apply now