BPO Customer Care Senior Representative

NTT DATA, Inc.; Philippines; On-site; PHP 279,000 - 391,000; 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, serving as the first point of contact and brand ambassador.

You will work in a team-driven, fast-paced environment and strive to meet service level and quality targets. This full-time, on-site role requires excellent English communication, problem-solving skills, and the ability to resolve inquiries quickly while maintaining a caring and professional demeanor.

Qualifications

• Excellent verbal and written communication skills.
• Fluent in English.
• Analytical and problem-solving abilities.
• Ability to work within tight time constraints.
• Typing speed ≥25 wpm with high accuracy.
• Team-oriented with a positive attitude.
• Experience in a call center environment.
• Financial services experience is a plus.

Responsibilities

• Handle inbound calls regarding standard credit card inquiries and transactions.
• Provide courteous, professional, and well-informed responses.
• Identify customer needs using on-screen information and update records.
• Analyze information and take appropriate next steps.
• Follow escalation procedures on first contact when needed.
• Stay updated on program information and corporate processes.
• Aim for quality service by meeting customer needs with sound judgment.
• Document all transactions accurately and complete required activity at call end.

Skills

Communication

English fluency

Analytical skills

Time management

Typing 25 wpm

Team player

Call center experience

Financial services

Job description

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.