Customer Care Senior Analyst - Native Chat

REQ-10093682
10/04/2025
Customer Loyalty
Makati City, Philippines
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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ING’s vision is to unlock our people’s full potential through our inclusive culture where everyone has the opportunity to develop and have impact for our customers and society. To achieve this vision, our policies support diversity, equity, and inclusion. As an equal opportunity employer, we do not tolerate discrimination of any kind with regard to age, gender, gender identity, cultural background, experience, religion, race, ethnicity, disability, family responsibilities, sexual orientation, social origin, or any other status protected by applicable law. If you require any assistance or if we can accommodate you in any way when participating in our application and/or interview process, please email the recruiting contact listed for the relevant position. We will be happy to work with you to ensure a fair and accessible process. Read more about our commitment to diversity, inclusion and belonging here.