BPO Customer Care Senior Associate

NTT America, Inc.; Manila; On-site; PHP 290,000 - 402,000; Full time

Job summary

NTT America, Inc. in Manila is seeking a customer service professional to handle routine and complex inquiries, escalating when needed. You will ensure accurate, timely processing to meet client SLAs and contribute to SOP development. The role requires 3–5 years of relevant experience and a solid skill set in communication, service, and office tasks.

Expected work hours are 9:00 pm to 6:00 am PST, Monday to Friday, with potential overtime and weekend work as business demands.

Qualifications

• 3–5 years of relevant experience.
• Solid computer skills.
• Strong communication skills.
• Strong customer service skills.
• Strong attention to detail, time management and organizational skills.
• Ability to perform essential office responsibilities.
• Must be able to perform duties with or without reasonable accommodation.

Responsibilities

• Handle routine and non-routine matters and questions.
• Refer complex matters to higher level staff.
• Resolve more complex client situations using experience.
• Ensure accurate and timely completion of transactions to meet SLAs.
• Work on SOPs and process transitions.
• Interact with customers and first-line management.
• Takes escalated calls from providers/callers.
• Develop tactical and operational plans to meet milestones.
• Identify and resolve issues with nonstandard pending transactions.

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 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.
• 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 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.