BPO Customer Care Senior Representative

NTT DATA, Inc.; Quezon City; On-site; PHP 223,000 - 357,000; Full time

Job summary

NTT DATA, Inc. in the Philippines is seeking a customer service professional to deliver first-class support by accurately assessing and responding to customer needs. You will handle inquiries and complaints with professionalism, document interactions, and ensure data remains confidential.

Ideal candidates have a passion for customer satisfaction, strong English communication, and the ability to learn quickly. French language skills are a plus, and experience in food or retail helps.

Qualifications

• Experience in customer service preferred.
• English required; bilingual (French) an asset.
• Experience in food or retail considered an asset.
• Excellent written and verbal communication skills.
• Able to learn new skills quickly.

Responsibilities

• Assess and respond to customer needs with sound judgment.
• Handle inquiries and complaints professionally.
• Document interactions and update call history.
• Maintain program and product knowledge through learning.
• Maintain strict confidentiality and data guidelines.
• Work all required shifts.

Skills

Customer service

Communication skills

English language

Typing

Job description

Job Description:

Responsibilities:

• Deliver first class service by accurately assessing and responding to customer needs, using sound judgment when recommending appropriate solutions.
• To fulfill customer requests, respond to inquiries/complaints, demonstrating due attention to customer care and a professional approach at all times.
• Respond to complex customer inquiries and complaints in a highly informed, accurate and responsible manner in accordance with resources provided.
• Accurately complete appropriate documentation for each interaction, and wrap up by inputting data for call history, sending messages to appropriate third parties when required, and/or initiating the necessary customer fulfillment.
• Remain current on program and product information by being committed to continuous learning.
• Maintain strict confidentiality at all times and adhere to legislation and service guidelines on the use of data.

Requirements:

• Demonstrated passion for customer satisfaction excellence and prior experience is a strong asset.
• English; Bilingual (French) an asset
• Interactive customer service environment required.
• Related experience in the food and/or retail industry considered an asset.
• Strong and developed oral and written communication skills, including typing, spelling, and grammar.
• Demonstrated ability to implement change efforts.
• Ability to learn new skills/concepts and apply this knowledge quickly and accurately.
• Advanced knowledge of PCs and familiarity with system navigation.
• Positive attitude and demonstrated ability to get along with others.
• Professional, empathetic, and naturally caring conversational style.
• Display tact and diplomacy in handling all levels of customer interaction.
• Ability to resolve complex, and often sensitive customer complaints/inquiries in a professional manner in accordance with company policies and procedures, values, and best practice.
• Ability to work all required shifts.