CONTACT CENTER ANALYST, VOICE OPERATIONS TEAM 5

Metrobank; Pasay; On-site; PHP 320,000 - 420,000; Full time

Job summary

Metrobank is hiring a Contact Center Analyst for the Voice Operations Team. The role involves providing customer service by responding to inquiries and resolving requests and complaints via phone.

You will handle transactions related to deposits, remittances, MetroHome, MetroCar and e-Banking, and must meet prescribed targets. Candidates should have a bachelor's degree, excellent oral and written communication skills, and be proficient in Word, Excel and PowerPoint.

Qualifications

• Bachelor's degree required.
• 1 year experience in customer service is an advantage, fresh grads welcome.
• Excellent oral and written communication skills.
• Proficient in 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.
• Ensures 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 resolve within turn-around time.
• Follows up on inquiries not immediately resolved.
• Completes daily call logs and reports.
• Recognizes trends in customer calls and informs the VOD TL.
• Suggests process improvements.

Skills

Oral communication

Written communication

MS Office

Education

Bachelor's degree

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

CONTACT CENTER ANALYST, VOICE OPERATIONS TEAM 5

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