CONTACT CENTER ANALYST, VOICE OPERATIONS TEAM 1

Metrobank; Pasay; On-site; PHP 279,000 - 390,600; Full time

Job summary

METROBANK is seeking a Contact Center Analyst to support the Voice Operations Team 1. The role involves handling customer inquiries by phone and delivering world-class service for deposits, remittances, MetroHome, MetroCar and e-Banking transactions.

The ideal candidate has a bachelor’s degree and strong written and verbal communication, with proficiency in Word, Excel and PowerPoint. On-site work with shifting schedules (graveyard, nightshift, morning, midday, weekends/holidays) is required.

Qualifications

• Bachelor’s degree from a college/university.
• At least 1 year of customer service experience is an advantage; fresh graduates are welcome.
• Excellent oral and written communication skills.
• Proficient in Word, Excel and PowerPoint.

Responsibilities

• Provide world-class customer service.
• Respond to customer queries via phone and resolve inquiries on Deposits, Remittances, MetroHome, MetroCar and e-Banking.
• Achieve prescribed targets.
• Endorse cases for investigation and coordinate with support units to resolve issues.
• Provide product and service information.
• Document and alert trends from customer calls.
• Suggest process improvements.

Skills

Customer service

Communication

MS Word

MS Excel

PowerPoint

On-site work

Shift work

Education

Bachelor’s degree

Job description

CONTACT CENTER ANALYST, VOICE OPERATIONS TEAM 1

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