Customer Care Analyst

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As a Contact Center Analyst, you will be a part of a team with other Customer Care Specialists, and a Circle Lead working a fully rotational roster in line with business requirements across the Contact Centre hours of operation.

This role is crucial in managing our customers’ experience with ING as it is the first point of contact with our customers for all enquiries on all ING products. Contact Centre Professionals will be responsible for communicating effectively through a combination of inbound, outbound, written & back-office activities with new and existing clients.

Every aspect of this role relates to the customer experience you provide; ensuring you service our customers by identifying their needs and providing empathy and appropriate solutions whilst maintaining a friendly, resilient, courteous, and professional and language of written messages aligned to Retail Country standards to ensure excellent customer service and no change to customer behavior. This will be evaluated through the existing QA program in the Retail Country.

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