Customer Service Officer-Voice

Job Description
Position Customer Service Officer
Group Central Operations Group
Department Customer Contact Center
Unit Customer Service 
Section Inhouse Services - Voice
Team N/A
Reports To
(Position Title of Immediate Supervisor) Team Head
Supervises
(Position Titles of Direct Reports) N/A

Job Mandate 
Primarily responsible for providing excellent customer service to all BDO retail customers, BDO accredited merchants and the 
general public through timely and quality handling and fulfillment of inquiries, requests and concerns received via phone, email, 
fax and in social media, related to their bank accounts, credit cards and banking transactions, BDO’s retail product and services, 
such as, deposits, loans, retail cards, remittance, BDO Rewards, and Personal Online Banking.
Duties and Responsibilities 
1. Handles and provides quality fulfillment to customer inquiries, requests, concerns. 
2. Escalates customer concerns, work system issues and any problem encountered to his/her immediate superior to facilitate 
resolution.
3. Submits required reports and documentation to immediate superior related to inquiries, requests and concerns received.
4. Complies strictly with the bank’s standard policies, procedures and guidelines in the performance of day-to-day tasks to meet 
agreed KPI targets and quality standards at all times. 
5. Upkeeps and maintains an organized workstation, office equipment, office supplies and tools.
6. Performs other duties that maybe assigned from time to time.
Minimum Qualification Requirements
Education Bachelor’s degree relevant to the job 
Work Experience
• At least 1 year contact center experience
• Experience in banking industry is an advantage 
Knowledge Area
1. BDO Organizational Understanding
2. BDO Bank sales and operations policies, processes and procedures understanding
3. BDO Products and Services Knowledge 
4. BDO Bank platforms and systems , if any
5. Knowledge of techniques and tools
6. Customer Service Knowledge 
Skills
1. Problem Solving and Decision-making skills
2. Excellent Communication Skills (verbal and written)
3. Organization skills
4. Negotiation skills
5. Conflict management skills
Personal Attributes
1. Learning agility
2. Professionalism, Personal Credibility and Personal Integrity
3. Flexibility and adaptablity
4. Stress Tolerance
5. Teamwork and Collaboration
6. Initiative and Resourcefulness
7. Business Savvy
8. Innovativeness/Creativity
9. Strategic Perspective
10. Customer Focus
11. Technical Competence (Computer literate)
12. Excellence in Execution
Professional Certification & Licenses n/a
Others
1. Must be fit and proper for the position, and in this regard, the following shall be 
considered: 
a. Integrity/probity,
b. Physical and mental fitness,
c. Competence,
d. Relevant education and financial literacy training,
e. Diligence, and
f. Knowledge/experience.
2. Must be a member of good standing in the relevant industry, business or 
professional organization.
3. Must have the ability to breakdown complex problems and provide alternative 
solutions.
4. Must have the ability to embrace change and work comfortably in a fast-paced, 
multi-cultural, matrix environment.
5. Must be capable of expressing him/herself clearly and succinctly in speech and 
writing - communicating in a focused and compelling way that captures and holds 
others’ attention.
6. Must be willing and able to adjust to shifting schedules and if necessary, work 
locations 
7. Must understand and support the Bank's objective to meet Service Levels, which 
entails the employee's willingness and ability to do overtime when the need arises
8. Must be willing and able to take on work that may fall outside of their normal 
responsibilities, expand their skill sets, and explore new avenues for professional 
growth
9. Must strongly believe, support, and embody the Bank's mission and vision of 
providing the best service to our customers

BDO Unibank, Inc. provides equal opportunity to all qualified candidates. Hiring decisions are based on job requirements and candidate qualifications, and shall not be influenced by any consideration of race, color, religion, sex (including sexual orientation and gender identity),  national or ethnic origin, or disability.