Customer Care - French Expert

• 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.  
• 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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