CONTACT CENTER ANALYST, VOICE OPERATIONS TEAM 1
On-sitePasay, Metro Manila, Philippines
Pasay, Metro Manila, PhilippinesOn-siteFull TimeBachelors DegreeLarge
Full TimeBachelors DegreeLarge
Job Summary
Respond to customer inquiries and resolve requests regarding deposits, remittances, MetroHome, MetroCar, and e-Banking transactions via phone. Acknowledge endorsed cases, coordinate complaints with support units, and ensure resolution within prescribed turnaround times. Follow up on unresolved inquiries, complete daily call logs and reports, and document call trends to alert Voice Operations Team leads. Initiate process improvements based on identified trends and ensure prescribed targets are achieved. Work on-site 100% with a shifting schedule including graveyard, nightshift, morning, midday, weekends, and holidays.
Required Qualifications
- Bachelor's degree from a college/university
- 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)
Desired Qualifications
- At least 1 year experience in Customer Service
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