CONTACT CENTER ANALYST

Metrobank; Hinoba-an; On-site; PHP 246,000 - 357,000; Full time

Job summary

Metrobank is looking for a Contact Center Analyst to provide exceptional customer service by answering inquiries and resolving requests via phone. The role requires a Bachelor’s degree and offers work on site with shifting schedules, including graveyard, nightshift, morning, midday, weekends and holidays.

Ideal candidates have 1 year of customer service experience (fresh graduates welcome) and strong English communication skills.

Qualifications

• Bachelor’s degree is required.
• 1 year of customer service experience is an advantage, but fresh graduates are welcome.
• Excellent oral and written communication skills.
• Proficient in Microsoft Word, Excel and PowerPoint.

Responsibilities

• Provides world-class customer service.
• Responds to customer queries and requests via phone and provides solutions for deposits, remittances, MetroHome, MetroCar, and e-Banking Transactions.
• Ensures that prescribed targets are achieved.
• Acknowledges and ensures correctness of endorsed cases for investigation.
• Provides customers with product and service information.
• Coordinates complaints with support units to provide resolution within the turn-around time.
• Follows up on inquiries not immediately resolved.
• Completes daily call logs and call reports.
• Identifies trends in customer calls and informs supervisors.
• Recommends and initiates process improvements.

Skills

Excellent communication

Education

Bachelor’s degree

Tools

Word

Excel

PowerPoint

Job description

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