Branch Banking Sector - Head Office (Fresh graduates) 1
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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