BPO Customer Care Senior Representative

NTT DATA, Inc.; Quezon City; On-site; PHP 279,000 - 469,000; Full time

Job summary

NTT DATA, Inc. is seeking a Customer Care professional to handle inbound calls from existing and potential customers, serving as the first point of contact and a Brand Ambassador. The role requires delivering exceptional service while meeting call quality targets in a fast-paced, team-driven environment.

The position is Full Time On-Site with hours spanning 7:00am–11:00pm EST, Monday through Sunday. Strong communication, problem-solving skills, and a professional telephone manner are essential

Qualifications

• Excellent communication skills, both verbal and written.
• Fluent in English.
• Analytical and problem-solving abilities.
• Ability to work within time constraints.
• Proficient PC skills; min 25 wpm with 95% accuracy.
• Positive attitude and team orientation.
• Willingness for rotational shifts, including overnights/weekends.
• Experience in a customer service call center.
• Financial services experience is a plus.

Responsibilities

• Manage inbound customer calls regarding credit card inquiries, transactions, and account maintenance.
• Respond to inquiries in a courteous, professional, and well-informed manner.
• Identify customer needs from information on screen and update system accordingly.
• Analyze information and determine next steps based on inquiry type.
• Escalate according to procedures on first contact when needed.
• Stay updated on program information and corporate products.
• Aim for high-quality service by accurately addressing needs and offering appropriate options.
• Fulfill customer brand expectations per policies and procedures.
• Complete documentation for each transaction and finish all activities per request.

Skills

Excellent communication

Fluent in English

Analytical skills

Time management

Typing speed

Teamwork

Telephone etiquette

Shift flexibility

Call center experience

Financial services exposure

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.