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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.
Specific 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
Other Details:
Rank: Rank and File
Unit: Consumer Business Sector / CBS - Operations Group / Customer Engagement Division / Voice Operations Department
Location: Metropark, Pasay