BPO Customer Care Senior Representative

NTT DATA, Inc.; Philippines; On-site; PHP 223,000 - 312,000; Full time

Job summary

NTT DATA, Inc. in the Philippines is seeking a Customer Care specialist to handle inbound calls from existing and potential customers. You will be the first point of contact, delivering courteous service in a fast-paced, team-driven environment.

Strong English communication, analytical problem-solving, and the ability to multitask are essential. The role requires shift flexibility including overnights and weekends; call center and financial services experience are pluses.

Qualifications

• Excellent communication skills, both verbal and written.
• Fluent in English.
• Demonstrated analytical and problem-solving skills.
• Ability to work within time constraints.
• PC proficiency with fast keypad data entry (min 25 wpm, 95% accuracy).
• Team-based mindset and professional telephone manner.
• Willingness to work rotating shifts, including overnights and weekends.
• Experience in a call center, especially in financial services, is advantageous.

Responsibilities

• Handle inbound customer calls regarding standard inquiries and account maintenance.
• Respond to inquiries in a courteous, professional, and well-informed manner.
• Identify customer needs from on-screen information while updating system data.
• Analyze information and determine next steps based on inquiry type.
• Adhere to escalation procedures on the first contact when needed.
• Stay current on program information, products, and processes.
• Achieve quality service by accurately assessing customer needs and offering options.
• Fulfill brand expectations and complete all transaction documentation.
• End each call by finishing all required activities to fulfill requests.

Skills

Excellent communication

Fluent in English

Analytical skills

Problem solving

Time management

Keyboarding 25 wpm

Team player

Telephone manner

Shift flexibility

Call center experience

Financial services experience a plus

Job description

Job Description:

Overview:

As a Customer Care you will be responsible for handling inbound calls from existing and potential customers. You are directly accountable for meeting and exceeding client goals as they relate to service levels and quality of calls within a team-driven and fast-paced work environment. Successful incumbents will have a keen interest in solving customer issues and/or answering inquiries as quickly and easily as possible, while remaining committed to delivering exceptional customer service in a caring and considerate manner. In this role, the Customer Care Specialist is a Brand Ambassador and the first point of contact for the client.

Position: Customer Care
Position Status: Full Time On-Site available
Hours of Work: Monday-Sunday 7:00am-11:00pm EST

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.