Contact Support Analyst
2 weeks ago
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Position Title: Contact Center Analyst
Job Summary:
Contact Center Analysts (CCAs) shall provide customer service by responding to the inquiries and resolving requests and complaints of the customers via phone.Provides world-class customer serviceResponds to customer queries and requests made via phone and provides satisfying solutions to concerns regarding Deposits, Remittances, MetroHome, MetroCar and e-Banking related transactionsEnsures that the prescribed targets (Service Level Agreement, Answered Calls, Average Handling Time, Abandonment Rate) are achievedAcknowledges and ensures correctness of endorsed cases for investigation.Provides customers with product and service informationEnsures proper coordination of complaints with support units to provide resolution within prescribed turn-around-time.Follows up on customer inquiries and requests that are not immediately resolvedCompletes daily call logs and call reportsRecognizes, documents and alerts the PBD TL of trends in customer callsRecommends and initiates process improvementsPerforms other related function that may be assigned from time to time by the CCD Head.Qualifications:Bachelor's Degree is A MUSTAverage communication skillsProficiency in MS Office applicationFlexibility working in Metropark Pasay CityFlexibility working in shifting schedules – morning, mid, night shift schedulesFlexibility working in unfixed weekends offThe role is open for fresh graduates and career shifters; experienced call center agents is a plus
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