Call Center Associate

NTT DATA, Inc.; Quezon City; On-site; PHP 268,000 - 357,000; Full time

Job summary

NTT DATA, Inc. is seeking a customer support agent to act as the first point of contact for issues and service requests in Metro Manila.

You will handle calls, emails, and portal tickets, documenting actions in the ticketing system and following Knowledge Base resolutions to meet SLAs. You will perform basic troubleshooting for hardware, software, and connectivity, escalate complex issues, and maintain high customer satisfaction through empathetic, efficient service and regular training to stay

Responsibilities

• Act as the first line of support for customer issues and service requests.
• Handle inbound customer calls, emails, and portal tickets, ensuring timely and professional communication.
• Accurately document all incidents and actions taken in the ticketing system.
• Perform basic troubleshooting for hardware (e.g., printers, tablets), software (mobile applications), and connectivity issues (Bluetooth, Wi‑Fi).
• Follow scripted resolutions and standard operating procedures from the Knowledge Base.
• Resolve customer issues within defined SLAs (Service Level Agreements).
• Escalate unresolved issues to Level 2 or specialized technical teams with detailed documentation.
• Ensure high levels of customer satisfaction by providing friendly, efficient, and empathetic service.
• Participate in regular training sessions to stay updated on processes, tools, and technologies.
• Maintain confidentiality and comply with company data protection and security policies.

Job description

• Act as the first line of support for customer issues and service requests.
• Handle inbound customer calls, emails, and portal tickets, ensuring timely and professional communication.
• Accurately document all incidents and actions taken in the ticketing system.
• Perform basic troubleshooting for hardware (e.g., printers, tablets), software (mobile applications), and connectivity issues (Bluetooth, Wi‑Fi).
• Follow scripted resolutions and standard operating procedures from the Knowledge Base.
• Resolve customer issues within defined SLAs (Service Level Agreements).
• Escalate unresolved issues to Level 2 or specialized technical teams with detailed documentation.
• Ensure high levels of customer satisfaction by providing friendly, efficient, and empathetic service.
• Participate in regular training sessions to stay updated on processes, tools, and technologies.
• Maintain confidentiality and comply with company data protection and security policies.