contact center Analyst (pasay)Metropolitan Bank & Trust Co. (Metrobank)

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.
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 (Service Level Agreement, Answered Calls, Average Handling Time, Abandonment Rate) 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 PBD TL of trends in customer calls
Recommends and initiates process improvements
Performs other related function that may be assigned from time to time by the CCD Head.
Role Exposure:
Work with diverse group of employees
Be legally protected and value your career being part of the CBA
Possible career succession: Contact Center Officer, Quality Officer, Non-Voice Department (email and social media management) and Workforce Officer
Qualifications:
Bachelor's Degree is A MUST.
Average communication skills
Proficiency in MS Office application
Flexibility working in Metropark Pasay City
Flexibility working in shifting schedules - morning, mid, night shift schedules
Flexibility working in unfixed weekends off
The role is open for fresh graduates and career shifters; experienced call center agents is a plus!
Other Details:
Rank: Rank-and-File
Office Location: Metropolitan Technological Park (Metropark), Pasay City