About this role
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
Other facts
About Metrobank
Be part of a leading financial institution
Metrobank is the country’s premiere universal bank with the largest consolidated network of over 870 branches and over 1,900 automated teller machines nationwide, and 33 foreign branches, subsidiaries and representative offices. A recognized leader in the country’s banking industry, Metrobank has become the trusted banking partner, staying true to its promise of keeping you in good hands.
Experience a fruitful and rewarding career
The driving force of Metrobank’s success is its people who are committed to product quality and service excellence; practice strong work ethics and good governance. We uphold a culture anchored on our core values of customer delight, teamwork, passion for results and integrity. In Metrobank, hardwork is well-rewarded with a long term career and a competitive rewards system.
Learn from trusted professionals
Metrobank is an excellent training ground for individuals who aim to learn and gain exposure to the different facets of banking and finance. The learning opportunities are immense as you work with top-notch experts of the banking industry - a driven team of individuals who put value on excellence and passion for service.
Metrobank is regulated by the Bangko Sentral ng Pilipinas (https://www.bsp.gov.ph/)
What you'll do
- Contact Center Analysts provide customer service by responding to inquiries and resolving requests and complaints via phone. They ensure customer satisfaction by providing accurate information and coordinating with support units for complaint resolution.
Ready to join Metrobank?
Take the next step in your career journey