Customer Care Analyst

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Detalii post

If you are good at:

Providing accurate and up-to-date information to existing / potential clients on a variety of channels, primarily in a written format (chat) in either English, French or Dutch (using translation tool)
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 contributes 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 suggests and contributes to initiatives to improve customer satisfaction and customer service performance metrics.

If you are:

A Fresh Graduate or anyone with maximum 1-year professional working experience, ideally in a Shared Service or BPO environment.

Able to follow a range of mandatory process steps to ensure that work is carried out to the required standards.
Able to learn processes and tasks quickly.
Highly collaborative and a strong team player.
Able to achieve results, even under tough circumstances.
Proficient in spoken and written English

If you can:

Provide excellent service to ING’s customers as first point of contact.
Take ownership of all customer interactions to personally drive each customer inquiry, request or complaint to satisfactory resolution.
Become certified within 12 months for the required certifications (IDD, …)
Work on rotating shifts, including holidays, weekends, and night shifts.

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