BPO Customer Care Senior Representative

NTT DATA, Inc.; Quezon; On-site; PHP 223,200 - 334,800; Full time

Job summary

A leading technology services provider located in Quezon, Philippines is seeking a Customer Service Representative. The duties include managing customer inquiries related to credit cards, providing online support, and adhering to escalation procedures. Candidates should have excellent verbal and written communication skills, be fluent in English, and possess problem-solving abilities. Experience in a call center environment is preferred, with flexibility to work rotational shifts. Join a dynamic team committed to delivering quality customer service.

Qualifications

• Strong keyboarding skills (min 25 wpm with 95% accuracy).
• Professional telephone manner is essential.
• Flexibility to work rotational shifts, including nights and weekends.

Responsibilities

• Manage inbound customer calls regarding credit card inquiries.
• Analyze customer information and take appropriate actions.
• Complete documentation for each transaction.

Skills

Excellent communication skills

Fluent in English

Analytical skills

Problem-solving skills

Teamwork ability

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.