Customer Care Analyst – Frontline Experience

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

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.