CONTACT CENTER ANALYST VOICE OPERATIONS TEAM 1

Metrobank; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

Metrobank is hiring a Contact Center Analyst in Pasay for on-site work. You will handle customer inquiries by phone, resolve issues related to deposits, remittances, MetroHome, MetroCar, and e-Banking, and contribute to meeting performance targets.

The role requires a Bachelor’s degree and strong communication skills; fresh graduates are welcome to apply. Shift work including nights, weekends/holidays is required.

Qualifications

• Bachelor's degree required or equivalent.
• 1+ year of customer service experience preferred but fresh graduates welcome.
• Excellent oral and written communication skills.
• Proficiency in Microsoft Word, Excel, and PowerPoint expected.

Responsibilities

• Provides world-class customer service via phone.
• Responds to customer inquiries and resolves requests/complaints for deposits, remittances, MetroHome, MetroCar, and e-Banking.
• Ensures achievement of prescribed targets and quality standards.
• Documents and endorses cases for investigation as needed.
• Maintains accurate daily call logs and reports.

Skills

Customer service

Communication

MS Office

Education

Bachelor's degree

Tools

Microsoft Word

Excel

PowerPoint

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