BPO Customer Care Senior Representative

NTT DATA, Inc.; Hinoba-an; On-site; PHP 201,000 - 312,000; Full time

Job summary

NTT DATA, Inc. is seeking a customer service professional to manage inbound calls related to standard credit card inquiries, transactions, and account maintenance. You will respond politely, identify needs, and update system records while adhering to escalation procedures and company policies.

The role requires excellent communication, fluent English, strong problem-solving, and the ability to work in a fast-paced environment, including shift flexibility and weekend coverage.

Qualifications

• Excellent communication with clear spoken and written English.
• Strong analytical and problem‑solving abilities.
• Ability to manage time effectively in a fast paced environment.
• Proficient PC usage and accurate typing (min 25 wpm, high accuracy).
• Team oriented with a professional telephone manner.

Responsibilities

• Handle inbound customer calls for credit card inquiries, transactions, and account maintenance.
• Provide courteous, well-informed responses to inquiries.
• Identify customer needs using on-screen information and update records.
• Analyze information and determine next steps based on inquiry type.
• Follow escalation procedures when needed on first contact.
• Stay updated on programs, products, and processes.
• Deliver quality service by meeting customer needs with sound judgement.
• Meet brand expectations and comply with policies and procedures.
• Document transactions accurately and complete required activities on calls.
• Conclude calls with all necessary actions completed.

Skills

Excellent communication

Fluent English

Analytical skills

Time management

PC proficiency

Typing 25 wpm

Team player

Professional telephone manner

Tools

PC basics

Keyboarding skills

Job description

Responsibilities

• Manage inbound customer calls regarding standard credit card inquiries, transactions, account maintenance and Tier 1 online support.
• Respond to customer inquiries in a pleasant, courteous, professional, and well-informed manner.
• In conjunction with on-screen customer information, identify customer needs through customer contact while simultaneously reading/updating customer information on the system.
• Analyze information presented by the customer and action next steps accordingly based on the nature of the inquiry.
• Adhere to established escalation procedures when mitigating complaints/escalations on the first contact.
• Remain current on program information and business initiatives, as well as corporate products and processes.
• Achieve quality service by accurately assessing and responding to customer needs, using sound judgment and flexibility when recommending appropriate options/solutions.
• Fulfill customer brand expectations in a manner that complies with policies, practices, and procedures.
• Accurately complete appropriate documentation for each transaction.
• End each call by completing all required activity in order to fulfill customer requests.

Requirements

• Excellent communication skills, both verbal and written.
• Fluent in English
• Demonstrated analytical and problem-solving skills.
• Demonstrated ability to work within time constraints.
• Working knowledge of PCs and strong keyboarding skills (min 25 wpm with an accuracy of 95%).
• Positive attitude and demonstrated ability to perform in a team-based environment.
• Professional and pleasant telephone manner.
• Must have flexibility and willingness to work rotational shifts, including overnights and weekends.
• Experience working in a call center environment specifically in a customer service role.
• Previous Financial Services experience would be considered an asset.