Customer Care - French Expert

About the Position

We are looking for a Customer Care - French Expert to join our team at ING Hubs in Makati City, Philippines. This role involves providing accurate and up-to-date information and resolution to existing and potential clients, primarily through written communication channels such as chat.

Responsibilities

• Providing accurate and up-to-date information and resolution to existing/potential clients on a variety of channels, primarily in a written format (Chat).
• Exploring solutions to less common client queries by identifying relevant ING experts to consult and interpreting information in a way that is accurate and relevant for the client’s context, and actively contributing to ING’s library of client solutions.
• Adhering to risk and compliance processes.
• Managing end-to-end the execution of client requests and complaint resolution actions.
• Actively suggesting and contributing to initiatives to improve customer satisfaction and customer service performance metrics.
• Following a range of mandatory process steps to ensure that work is carried out to the required standards to protect the organization from risk. Escalating situations that deviate from the mandatory procedures.
• Customer Order Processing - Recording and processing custom/special customer orders, often dealing with ambiguous delivery expectations.
• Operations Management - Providing operational support by performing a range of route activities using existing systems and protocols.
• Reporting deviations to the appropriate person/body. Understanding the mission and vision of the company and having the ability to integrate this in day-to-day activities or as input for projects. Acting in line with ING rules and policies.

Requirements

• Native proficiency in French.

We Offer

• Opportunity to work in a dynamic and inclusive environment.
• Be part of a global bank with a strong European base.
• Contribute to a company that supports diversity, equity, and inclusion.

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.