Customer Care Senior Analyst - Native Chat

REQ-10093682
10/04/2025
Customer Loyalty
Makati City, Philippinen
ING Hubs

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Employees in this level provide detailed and comprehensive support/expertise to a specific area of the business by taking on responsibility for tasks of an organizational, process or operational nature.
Providing accurate and up-to-date information and resolution to existing / potential clients on a variety of channels, primarily in a written format (Chat) and multiple chat concurrence.
Use the translation tool since Chats will be received in French and/or Dutch.
May be assigned to also handle English chat, depends on the volume.
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.
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.
Follow a range of mandatory process steps to ensure that work is carried out to the required standards to protect the organization from risk. Escalate situations that deviate from the mandatory procedures.
Customer Order Processing - Record and process custom/special customer orders, often dealing with ambiguous delivery expectations.
Operations Management - Provide operational support by performing a range of route activities using existing systems and protocols.
Reports deviations to the appropriate person/body. Understands the mission and vision of the company and has the ability to integrate this in day-to-day activities or as input for projects. Acts in line with ING rules and policies.

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Bei der ING möchten wir, dass jeder sein volles Potenzial entfalten kann. Wir schaffen eine Kultur, in der jeder wachsen und einen Unterschied machen kann – für unsere Kundinnen und Kunden und die Gesellschaft. Diversität, Gleichberechtigung und Inklusion sind für uns selbstverständlich. Wir tolerieren keine Form der Diskriminierung, sei es aufgrund von Alter, Geschlecht, Geschlechtsidentität, kulturellem Hintergrund, Erfahrung, Religion, Herkunft, Behinderung, familiären Verpflichtungen, sexueller Orientierung oder anderen Gründen. Wenn Ihr während des Bewerbungsprozesses oder der Vorstellungsgespräche Unterstützung benötigt, kontaktiert uns bitte über die E-Mail-Adresse in der Stellenanzeige. Wir helfen gerne, um einen fairen und einfachen Ablauf sicherzustellen. Hier erfahrt Ihr mehr über unser Engagement für Diversity, Inclusion & Belonging.