L2 Customer Support Operations

About the Job

Locations: Makati

Corporate Title: Rank and File

Work Arrangement: Hybrid

Our Digital Products and Channels team is looking for experienced professionals to join us in Makati for the role of L2 Customer Support Operations.

In this role, you will provide Level 2 support for escalated inquiries, requests, and complaints related to the Easyway and Komo mobile banking apps, assisting frontline Customer Service, Store Sales, and Store Service teams. You will also guide these teams through new features, functionalities, and system workarounds to enhance their digital banking expertise.

Going Further For You.

Whether you're just starting out, or already a seasoned professional, EastWest can help you unleash your potential, and bridge the gap between dream to success.

At EastWest, we empower our employees to drive their careers and are committed to provide the runway for them to grow. We value teamwork and individual initiatives. Join us and be part of a highly engaged team, and a workplace that promotes development and goal attainment.

For 30 years, EastWest has emerged as one of the most consumer-focused universal banks in the Philippines. EastWest is committed to continuously invest in people and in process, product, and service enhancements, and embrace new ideas to enhance the EastWest experience.

What the role will entail

• Act as Level 2 Customer Service Support, handling escalated concerns, detailed inquiries, complaints, and transaction follow-ups for Easyway and KOMO online banking services.
• Support digital banking operations by coordinating with frontline teams and escalating critical issues impacting customers.
• Provide actionable insights to Digital Product and Tech teams to help prioritize fixes and enhancements.
• Collaborate with Customer Service, Store Operations, and Back Office units to streamline resolution processes and improve service delivery.
• Contribute to maintaining and exceeding customer service quality standards through continuous process improvement.

What were looking for

• Holder of a Bachelor's Degree in any related field
• Knowledge of Bank Industry, Digital Banking, Online banking operations, Customer Service and Customer Engagement
• Fresh graduates to one year previous experience in the banking / BPO / Fintech industry
• Ability to work closely with key stakeholders and other business units
• Excellent communication and interpersonal skills to engage and influence stakeholders at all levels
• Analytical mindset and the ability to interpret and analyze data and metrics.

What you can expect from joining our team

• Career development and training opportunities
• Competitive salary package and benefits
• Performance-based incentives and recognition programs to reward high-performing individuals
• Opportunity to work with industry experts and be mentored by them
• Defined career progression paths to guide you in your professional growth