Multi-channel Service Consultant Vacancies at ANZ Global Services and Operations (Manila), Inc

Image ANZ Global Services and Operations (Manila), Inc
  • Job vacancies posted on: 11 months ago

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We are hiring for the position of Multi-Channel Service Consultant with working hours for our company office, ANZ Global Services and Operations (Manila), Inc, for residents of Quezon & Quezon City and its neighboring areas.

Candidates with expertise in Hotel/Restaurant & Hotel/Tourism and at least a Not Specified or higher are highly needed. The candidates criteria we are looking for must be trustworthy and disciplined, because our business values a professional and competitive work environment.

Our company provides a competitive salary range of ₱16,000 - ₱38,000, which can be adjusted at the discretion of HRD in our company. This range naturally varies depending on how proficient the candidate credibility can be offered.

We are pleased to announce that our company, ANZ Global Services and Operations (Manila), Inc, is currently open recruitment for candidates who are interested in joining our office company as a Multi-Channel Service Consultant.

Job Info

Company ANZ Global Services and Operations (Manila), Inc
Position Multi-channel Service Consultant
Region Quezon, Quezon City
Career Level Not Specified
Work Experience -
Qualification Not Specified
Type of Work
Minimum Salary PHP 16.000
Maximum Salary PHP 38.000

Multi-Channel Service Consultant

Req ID:  37900

Department:  AR Customer Services Ops Customer Servicing

Division:  Australia Retail

Location:  Quezon City

About the role

  • Career progressing opportunity 

  • Exciting opportunity to work with people across ANZ

  • An opportunity to provide better outcomes for our customers

About the Role

Role Location: MDC 100 Building, Eastwood City, Libis, Quezon City, Shift Schedule: Australian Hours- Morning and MidShift schedules, Rotating rest days

What will your day look like

As a Multi-Channel Service Consultant, you will assist customers with their everyday banking needs and to ensure that banking with ANZ is accessible, simple, and easy. The role aims to resolve customer enquiries at first point of contact and make informed decisions early in the call (adhering to best practice procedures) and to transfer customers to the appropriate team if it is identified that the call may be a more complex nature.

This role is accountable for: •

  • Providing first call resolution to customer inquiries pertaining to Retail Simple, Digital, Retail Complex and Credit Cards concerns

  • Delivering exceptional Customer Experience that results to sustainable NPS, and customer loyalty

  • Meeting Key Result Areas and Growth Objectives for call volume, quality, customer satisfaction and efficiency rate.

  • Contributing to ANZ’s strategic priority of empowering customers to take advantage of the different self-serve channels and, understanding what may work best for them, such as the ANZ App, MessageUs Chat, and/or Internet Banking, etc.

  • Being the first line of defense in detecting fraudulent and suspicious activities and adhering to escalation processes required in mitigating risks and meeting compliance with policies, frameworks, and banking obligations.

  • Managing to resolve 80% of customer complaints without the need for referral or escalation to other teams.

What will you bring?

To be successful in this role, you will need to bring the following

  • Ability to focus on the Customer by asking relevant questions and seeking clarity in defining their requirements to recommend effective solutions for immediate and long-term needs. 

  • Ability to deliver results and first call resolution by maintaining standards of works, demonstrating expertise in using systems and tools and taking responsibility for promptly dealing with customers and making things easier.

  • Ability to demonstrate broad perspective and adequate understanding of bank’s position in the financial industry including that of the products and services offered to customers, divisional priorities and strategies.

  • Ability to exercise sound judgment and ability to make sound and timely decisions based on established frameworks, policies or procedures, and identify problems and errors as well as areas of opportunity for continuous improvement in compliance with risk policies and frameworks.

  • Ability to build relationships to customers and stakeholders, builds rapport with people within and outside the organization, uses empathy to understand others and communicates effectively in delivering resolution and succeeding together on steps going forward both in verbal and written media.

Basic Qualifications

  • Financial or banking experience preferred 

  • Proficient in MS Office applications and good understanding of telephony/financial systems Adherence to standards by following contact center processes and guidelines

  • Prior experience in Customer Service, Financial Services or Contact Centre, or equivalent demonstrated through one or combination of the following: work experience, training, education.

  • Effective communication (both verbal and written communication) and listening skills including the ability to engage and manage conversations • Excellent customer service skills and proven track record of delivering to NPS, CSAT or other Customer Experience Metrics

  • Strong organizational and time management skills

So, why join us?

There’s something special about being part of ANZ.  From the moment you join us, you’re part of a team working towards a common goal: improving the financial wellbeing and sustainability of our millions of customers.

As a Purpose-led bank, we’ve committed to delivering commercial and societal outcomes across environmental sustainability, financial wellbeing and household affordability.  We deliver these sustainability commitments with our customers, in our business and across the communities where we operate.

But it’s not just our customers who’ll feel your impact. You’ll feel it too. Because at ANZ, you’ll have the resources and community you need to take the next big step in your career, towards even bigger things in the future.

We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.

You’ll also enjoy working in a diverse and inclusive workplace where the different backgrounds, perspectives and life experiences of our people are celebrated. We encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.

To find out more about working at ANZ or to view other opportunities visit ** You may apply for this role by visiting ANZ Careers and searching for reference number 37900

Job Posting End Date

 , 11.59pm, (Melbourne Australia)

Office/Company Address

Country Philippines
Region Calabarzon
City Quezon
Map Google Map
Country Philippines
Region National Capital Region
City Quezon City
Address ANZ Global Services and Operations (Manila), Inc., 12th Floor, Solaris One Building, 130 Dela Rosa Street, Makati, 1229 Metro Manila, Philippines
Map Google Map

Benefit

  • Get work experience
  • Bonus for overtime
  • Be taught first
  • Good work environment

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Company Description

ANZ has a proud heritage of more than 180 years. Our purpose is to shape a world where people and communities thrive. This is why we strive to create a balanced, sustainable economy in which everyone can take part and build a better life. We employ more than 50,00 people and have our global headquarters in Melbourne. ANZ is among the top 4 banks in Australia, the largest banking group in New Zealand and Pacific, and among the top 50 banks in the world.

Company Info

  • Industry: Call Center/IT-Enabled Services/BPO
  • Registration No.: -
  • Company Size: 2001 - 5000 Employees
  • Average Processing Time: 8 days
  • Benefits & Others: Dental, Medical, Regular hours, Mondays - Fridays, Business (e.g. Shirts)
This vacancy is suitable for those of you who live in the following areas: Calabarzon, National Capital Region

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