BPO Customer Care Associate

NTT DATA North America; Metro Manila; On-site; PHP 201,000 - 335,000; Full time

Job summary

NTT DATA North America is hiring for a night-shift role based in Manila. You will handle routine questions, resolve issues, and refer complex cases to higher-level staff while ensuring timely completion of transactions to meet client SLAs.

Typically 1–3 years of relevant experience and a High School Diploma or equivalent are required, with undergraduate coursework preferred. Opportunities include collaboration with first-line management and involvement in SOP development.

Qualifications

• Experience in handling routine questions and issues in a customer-facing environment.
• Ability to refer complex or unexpected matters to higher level employees for assistance.
• Strong numerical and data accuracy abilities.

Responsibilities

• Handle routine questions and issues, referring complex matters to higher level staff.
• Take escalated calls from providers/callers as needed.
• Ensure accurate and timely completion of transactions to meet client SLAs.
• Interact with customers and first line management to resolve issues.
• Develop and follow SOPs and participate in process transitions.

Skills

Customer service

Attention to detail

Time management

Education

High School Diploma

Undergraduate coursework preferred

Job description

• 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.
• 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."