Contact Center Analyst

Metrobank; Philippines; On-site; PHP 260,000 - 420,000; Full time

Job summary

Metrobank is seeking a Contact Center Analyst to join our Consumer Business Sector in Pasay. The role focuses on delivering world-class customer service by handling inquiries and resolving requests via phone for deposits, remittances, MetroHome, MetroCar, and e-Banking services.

The successful candidate will support meeting targets, document issues, coordinate with support units, and provide accurate product information.

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 Microsoft Word, Excel and PowerPoint.

Responsibilities

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

Skills

Customer service

Communication skills

MS Excel

MS Word

MS PowerPoint

On-site work

Education

Bachelor's degree

Tools

MS Office

Job description

Job Description:

Be #InGoodHands with Metrobank! Here at Metrobank, we dont 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 Metrobanks strong heart for the community, you have the chance to give back and make worthwhile contributions to our nations 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