BPO Customer Care Associate

NTT DATA, Inc.; Metro Manila; On-site; PHP 279,000 - 424,000; Full time

Job summary

NTT DATA, Inc. in Manila is seeking a BPO Customer Care Associate to support clients from the office. You will handle routine and non-routine inquiries while ensuring service levels and quality are met.

The role requires 1–3 years of relevant experience, strong communication and computer skills, and a High School Diploma or equivalent. Work hours are 9:00 pm to 6:00 am PST, with overtime and weekend shifts possible.

Qualifications

• Minimum 1–3 years of relevant experience.
• High School Diploma or equivalent.
• Undergraduate degree or some college coursework preferred.
• Solid computer skills and proficiency with standard office software.
• Strong communication and customer service skills.

Responsibilities

• Handle routine and non-routine questions and issues, referring complex matters to higher level staff.
• Resolve more complex client situations by applying knowledge and skills.
• Ensure accurate and timely completion of transactions to meet or exceed client SLAs.
• Prepare SOPs and participate in process transitions.
• Interact with customers and first line management.
• Take escalated calls from providers/callers.
• Develop tactical and operational plans to achieve project milestones.
• Identify and resolve issues around nonstandard pending transactions.

Skills

Customer service

Communication skills

Time management

Attention to detail

Organizational skills

Strong computer skills

Education

High School Diploma

Undergraduate degree or some college coursework

Job description

Req ID: 380966

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us.

We are currently seeking a BPO Customer Care Associate to join our team in Manila, National Capital Region (PH-00), Philippines (PH).

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.
• 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 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.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, https://us.nttdata.com/en/contact-us.

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us.

This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement. If you'd like more information on your EEO rights under the law. For Pay Transparency information.