BPO Customer Care Associate

NTT DATA North America; Metro Manila; On-site; PHP 279,000 - 446,000; Full time

Job summary

NTT DATA North America in Manila is seeking candidates for a night shift role to support client operations from 9:00 pm to 6:00 am PST. The position handles routine and non routine inquiries, resolving simple issues and escalating complex cases to higher level staff as needed.

Candidates should have a High School diploma or equivalent, 1–3 years of relevant experience, and strong attention to detail. Undergraduate coursework is a plus.

Qualifications

• 1–3 years relevant experience.
• 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.

Responsibilities

• Work on routine and non routine matters.
• 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.

Skills

Technical skill

Education

High School Diploma or equivalent

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."