CONTACT CENTER ANALYST, VOICE OPERATIONS TEAM 1

4 days ago

Pasay, Metro Manila, Philippines Metrobank Full-time ₱279,000 - ₱390,600 Contract

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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 of the customers via phone.

Duties & Responsibilities

Provides world-class customer service
Responds to customer queries and requests made via phone and provides satisfying solutions to concerns regarding Deposits, Remittances, MetroHome, MetroCar and e-Banking related transactions
Ensures that the prescribed targets are achieved
Acknowledges and ensures correctness of endorsed cases for investigation.
Provides customers with product and service information
Ensures 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 resolved
Completes daily call logs and call reports
Recognizes, documents and alerts the VOD TL of trends in customer calls
Recommends and initiates process improvements

Qualifications:

Bachelor’s degree from a college/university
At least 1 year experience in Customer Service is an advantage, but fresh graduates are welcome to apply
Excellent Oral and Written Communication Skills
Proficient in the following Microsoft applications: Word, Excel and PowerPoint
Candidates should be amenable to work on site 100% with shifting schedule including (graveyard, nightshift, morning, midday, weekends/ holidays)

Others:

Rank: Rank & File

Unit: Consumer Business Sector / Operations Group / Customer Engagement Division / Voice Operations Department