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Customer Care - Dutch Expert

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ING

Jan 21

  • Internship
    Full-time
    Summer Internship
  • Customer Relations
    Banking & Finance
  • Manila
  • Quick Apply

AI generated summary

  • You should be a recent graduate or have up to 1-year experience, fluent in Dutch and English, a team player, able to learn quickly, and willing to work flexible shifts and overtime.
  • You will assist clients via chat in Dutch, resolve inquiries, manage complaints, consult experts for solutions, translate, and improve customer service while adhering to compliance processes.

Requirements

  • A Fresh Graduate or anyone with maximum 1-year professional working experience, ideally in a Shared Service or BPO environment.
  • Ability to follow a range of mandatory process steps to ensure that work is carried out to the required standards.
  • Ability to learn processes and tasks quickly.
  • Highly collaborative and a strong team player.
  • Achieves results, even under tough circumstances.
  • Proficiency in spoken and written English
  • Proficient in written Dutch
  • Provide excellent service to ING’s customers as first point of contact.
  • Provide CLT assistance in checking the quality of the chat translation from Dutch to English and vice versa.
  • Assist CLT team members with chat translation from Dutch to English and vice versa.
  • Communicate to ING customers via chat in Dutch.
  • Take ownership of all customer interactions to personally drive each customer inquiry, request or complaint to satisfactory resolution.
  • Become certified within 12 months for the required certifications (IDD, …)
  • Work on mid to night shifts, rotating shifts, including holidays, weekends, and night shifts.
  • Open to rendering overtime if needed.

Responsibilities

  • Providing accurate and up-to-date information and resolution to existing / potential clients on a variety of channels, primarily in a written format (Chat).
  • 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.
  • Adhering to risk and compliance processes.
  • 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.
  • Provide excellent service to ING’s customers as first point of contact.
  • Provide CLT assistance in checking the quality of the chat translation from Dutch to English and vice versa.
  • Assist CLT team members with chat translation from Dutch to English and vice versa.
  • Communicate to ING customers via chat in Dutch.
  • Take ownership of all customer interactions to personally drive each customer inquiry, request or complaint to satisfactory resolution.
  • Become certified within 12 months for the required certifications (IDD, …)
  • Work on mid to night shifts, rotating shifts, including holidays, weekends, and night shifts.
  • Open to rendering overtime if needed.

FAQs

What is the primary language required for this position?

Proficiency in written Dutch is required, along with spoken and written English.

Is prior experience necessary for this role?

No prior experience is necessary; fresh graduates or individuals with a maximum of one year of professional working experience are encouraged to apply.

What are the main responsibilities of the Customer Care - Dutch Expert?

The main responsibilities include providing accurate information to clients via chat, managing customer requests and complaints, and collaborating with ING experts to find solutions.

Will I need to work on weekends and holidays?

Yes, the role requires availability for rotating shifts, which may include weekends, holidays, and night shifts.

Is there an opportunity for career advancement within this position?

Yes, there are opportunities for growth, including becoming certified within 12 months for required certifications.

Where is the job location?

The job is located in downtown BGC, which is the country’s economic center.

What type of work environment can I expect?

You can expect to work in a diverse, creative, and energized team within an innovative and exciting digital bank.

Are there any specific skills that are desirable for this role?

Desirable skills include collaboration, quick learning of processes, achieving results under tough circumstances, and a customer-focused mindset.

What kind of training will be provided?

Training will be provided to ensure you can follow mandatory processes and learn the necessary tasks and responsibilities quickly.

Are there benefits associated with this position?

Yes, the position offers competitive compensation and allowances.

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ING

Empowering people to stay a step ahead in life and in business.

Finance
Industry
10,001+
Employees
1991
Founded Year

Mission & Purpose

ING is a pioneer in digital banking and on the forefront being one of the most innovative banks in the world. As ING we have a clear purpose that represents our conviction of people’s potential. We don’t judge, coach, or to tell people how to live their lives. However big or small, modest or grand, we empower people and businesses to realize their vision for a better future. We made the promise to make banking frictionless, removing barriers to progress, and make people confident in their financial decisions. As a global bank we have a huge opportunity – and responsibility – to make an impact for the better. We can play a role by financing change, sharing knowledge, and innovating. Being sustainable is in all the choices we make—as a lender, as a partner and through the services we offer our customers.