BPO Customer Care Senior Representative

NTT America, Inc.; Quezon City; Remote; PHP 279,000 - 402,000; Full time

Job summary

NTT America, Inc. is seeking a Customer Service Representative for a work-from-home role based in the Philippines. You will be the first point of contact, delivering friendly, effective support and resolving inquiries with care.

Responsibilities include assessing customer needs, documenting interactions, and maintaining confidentiality while following company guidelines. A bilingual ability is a plus. We value proactive communication, quick learning, and a positive attitude to ensure every

Qualifications

• Experience in customer service is preferred.
• English required; French is a plus.
• Strong written and spoken communication skills.
• Proficient typing and PC skills.
• Ability to work in a remote environment.
• Commitment to confidentiality and data handling.

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.

Skills

Customer service experience

English and French (asset)

Communication skills

Typing proficiency

Problem solving

Confidentiality and discretion

Tools

PC proficiency

Job description

Position Overview

As a Customer Service Representative, you will be a leading Brand Ambassador serving as the first point of contact for customers. We are looking for candidates who have a keen interest in solving customer issues and answering questions while being committed to delivering exceptional customer service in a caring and considerate manner. In short, we are looking for a commitment to make every customer interaction enjoyable!

Position

Customer Service Representative

Position Status

Full Time – Work from Home

Hours of Work

Monday-Sunday 8:00am-12:00am EST / Monday - Sunday 9:00am-1:00am AST

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.