Contact Center Analyst

5 days ago

Pasay, National Capital Region, Philippines Metropolitan Bank & Trust Company Full time

Be #InGoodHands with Metrobank

Here at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development. With Metrobank, a meaningful life is within your reach

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.

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

Location: Metropark, Pasay

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