BPO Customer Care Senior Associate

NTT DATA, Inc.; Manila; On-site; PHP 320,000 - 460,000; Full time

Job summary

NTT DATA, Inc. in Manila is seeking an experienced professional to handle routine and non-routine matters, resolve client questions, and support SOP creation and process transitions. You will interact with customers and management, taking escalated calls as needed.

The role requires 3–5 years of relevant experience and a strong emphasis on attention to detail, time management, and organization. Evening night shift hours are 9:00 PM to 6:00 AM PST, Mon–Fri, with possible overtime and weekend work.

Qualifications

• 3–5 years relevant experience.
• Strong attention to detail, time management and organizational skills.
• High School Diploma or equivalent.
• Undergraduate degree or some college coursework preferred.

Responsibilities

• Handle routine and non-routine matters and resolve client questions.
• Refer complex issues to higher level employees for assistance.
• Ensure accurate and timely completion of transactions to meet SLAs.
• Prepare SOPs and support process transitions.
• Interact with customers and first line management; take escalated calls.
• Develop tactical and operational plans to achieve project milestones.
• Oversee nonstandard pending transactions and resolve issues.

Skills

Attention to detail

Time management

Organizational skills

Education

High School Diploma

Undergraduate degree 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 to 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 3-5 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 accommodation.

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.