About this role
<p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="color:cornflowerblue;font-family:arial, helvetica, sans-serif"><strong>Be #InGoodHands with Metrobank!</strong></span></p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:arial, helvetica, sans-serif">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!</span></p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:arial, helvetica, sans-serif"><strong><span style="color:cornflowerblue">Position Title:</span> Contact Center Analyst</strong></span></p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="color:cornflowerblue;font-family:arial, helvetica, sans-serif"><strong>Job Summary:</strong></span></p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 8.0pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif">Contact Center Analysts (CCAs) shall provide customer service by responding to the inquiries and resolving requests and complaints of the customers via phone.</li> </ul> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="color:cornflowerblue;font-family:arial, helvetica, sans-serif"><strong>Duties & Responsibilities</strong></span></p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif">Provides world-class customer service</li> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif">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</li> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif">Ensures that the prescribed targets are achieved</li> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif">Acknowledges and ensures correctness of endorsed cases for investigation.</li> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif">Provides customers with product and service information</li> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif">Ensures proper coordination of complaints with support units to provide resolution within prescribed turn-around-time</li> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif">Follows up on customer inquiries and requests that are not immediately resolved</li> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif">Completes daily call logs and call reports</li> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif">Recognizes, documents and alerts the VOD TL of trends in customer calls</li> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif">Recommends and initiates process improvements</li> </ul> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="color:cornflowerblue;font-family:arial, helvetica, sans-serif"><strong>Qualifications:</strong></span></p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Bachelor’s degree from a college/university</span></li> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">At least 1 year experience in Customer Service is an advantage, but fresh graduates are welcome to apply</span></li> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Excellent Oral and Written Communication Skills</span></li> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Proficient in the following Microsoft applications: Word, Excel and PowerPoint</span></li> <li style="margin:0.0in 0.0in 8.0pt 0.0px;line-height:107%;font-size:11.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Candidates should be amenable to work on site 100% with shifting schedule including (graveyard, nightshift, morning, midday, weekends/ holidays)</span></li> </ul> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="color:cornflowerblue;font-family:arial, helvetica, sans-serif"><strong>Others:</strong></span></p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Rank: Rank & File</span></p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Unit: Consumer Business Sector / Operations Group / Customer Engagement Division / Voice Operations Department</span></p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Location: Metropark, Pasay</span></p>