BPO Customer Care Senior Representative

NTT DATA North America; Philippines; On-site; PHP 223,000 - 335,000; Full time

Job summary

NTT DATA North America in the Philippines is seeking a Customer Care Specialist to handle inbound calls from existing and potential customers, delivering courteous, accurate assistance and resolving inquiries. You will work in a fast-paced, team-based environment with rotating shifts, including overnights and weekends, aiming to meet service levels and quality targets.

Key requirements include excellent communication, fluency in English, problem-solving skills, and the ability to navigate

Qualifications

• Excellent communication skills, both verbal and written.
• Fluent in English.
• Demonstrated analytical and problem-solving skills.
• Ability to work within time constraints.
• Proficient with PCs and typing speed expectations.
• Positive attitude and ability to work in a team.
• Willing to work rotational shifts, including overnights and weekends.
• Experience working in a call center customer service role.
• Previous financial services experience is a plus.

Responsibilities

• Handle inbound customer calls regarding standard credit card inquiries, transactions, and account maintenance.
• Respond to customer inquiries in a courteous and professional manner.
• Identify customer needs while updating system information.
• Analyze information and determine next steps.
• Follow escalation procedures on first contact.
• Stay current on program information and processes.
• Provide quality service by offering appropriate options.
• Accurately document each transaction.
• Complete required activity to fulfill customer requests.

Skills

Excellent communication

Fluent English

Analytical skills

Time management

PC proficiency

Team player

Flexible shifts

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.