CONTACT CENTER ANALYST, VOICE OPERATIONS TEAM 5

Job description

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 Location: Metropark, Pasay