BPO Customer Care Associate

NTT DATA, Inc.; Manila; On-site; PHP 223,200 - 334,800; Full time

Job summary

NTT DATA, Inc. in Manila is looking for individuals skilled in customer service for various responsibilities, including handling inquiries and resolving client situations.

The ideal candidate should have a High School Diploma and 1-3 years of relevant experience. Work hours are from 9 PM to 6 AM PST and may require overtime on weekends.

Qualifications

• 1-3 years relevant experience is typically required.
• Ability to perform general office responsibilities.
• Must be able to work flexible hours including overtime.

Responsibilities

• Handle routine inquiries and issues, escalating complex matters.
• Ensure accurate processing of transactions to meet service level agreements.
• Develop operational plans to achieve project milestones.

Skills

Strong communication skills

Solid computer skills

Strong customer service skills

Attention to detail

Time management skills

Organizational skills

Education

High School Diploma or equivalent

Undergraduate degree or some college coursework

Job description

Roles & Responsibilities

• These individuals have a working knowledge of one technical skill.
• They work on routine and non‑routine matters.
• They handle routine questions and issues, referring complex or unexpected matters to higher level employees for assistance.
• Resolves more complex client situations by applying demonstrated knowledge and skills generally acquired through job experience.
• Ensures accurate and timely completion of transactions to meet or exceed client SLAs.
• Works on preparation of SOPs / process transitions.
• They may regularly interact with customers and first line management.
• Takes escalated calls from providers/callers.
• Develops tactical and operational plans to achieve key milestones in the project.
• Ensures accurate and timely processing of transactions to meet or exceed client service level agreements.
• Identifies and resolves issues around nonstandard pending transactions.

Qualifications

• Typically requires 1-3 years relevant experience.
• High School Diploma or equivalent.
• Undergraduate degree or some college coursework preferred.
• Solid computer skills.
• Strong communication skills.
• Strong customer service skills.
• Strong attention to detail, time management and organizational skills.
• Ability to physically perform general office requirements.
• Must be able to perform essential responsibilities with or without reasonable accommodations.

Work Hours

Work hours from 9:00 pm to 6:00 am PST (Mon – Fri) from NttData Office at Manila. Additionally, resources may have to do overtime and work on weekend’s basis business requirement.