Contact Center Specialist

In this job as Contact Center Professional, you are in contact with ING's clients through live chat. These private individual clients have questions about their daily banking products – e.g. payments, cards or online banking. We use a chatbot that helps all customers first. If the chatbot cannot (sufficiently) help the customer, the chat conversation will be transferred to one of our members. Because the clients are mostly based in the Netherlands, clients can chat in Dutch or English. The Dutch chats you will process will be translated with the use of translation tooling. Your goal in this job is to understand what information or support is needed to provide an excellent and efficient service. Personal, knowledgeable, and proactive!
As a contact center professional this means:
Exploring solutions to less common client queries using ING's library of client solutions.Managing end-to-end the execution of client requests and complaint resolution actions.Actively suggesting and contributing to initiatives to improve customer satisfaction.Participating in the onboarding process for new employees through organizing and providing training (soft skills/technical skills).Participating in performing quality checks and providing a structural coaching approach.Ensuring involvement in the feedback loop with circle leads and members.Being assertive and taking initiative.Going the extra mile for the customer.Opening up, daring to be vulnerable, and wanting to grow personally and professionally. During Dutch office hours you will chat with three clients at once. The most common questions are about:
Online banking: Assistance with Mobile App / Web.Credit cards: inquiries on card payments, purchase insurance or card modifications.Phishing emails or text messages.Opening or closing of a current and/or savings account.
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