Customer Care Associate

NTT DATA North America; Metro Manila; On-site; PHP 300,000 - 420,000; Full time

Job summary

NTT DATA North America in Manila is seeking an evening/night shift support associate to handle routine and non-routine inquiries. You will resolve standard questions, refer complex issues, and ensure timely completion of transactions to meet client SLAs.

The role emphasizes accuracy, attention to detail, and strong time management. Prior office experience and flexibility for weekend work may be required to support ongoing operations.

Qualifications

• Working knowledge of one technical skill.
• Strong attention to detail and organizational skills.
• Time management is essential for meeting deadlines.
• Ability to perform general office tasks and adapt to shift work.

Responsibilities

• Handle routine and non-routine matters with guidance.
• Resolve routine questions and issues; refer complex items to higher level staff.
• Ensure accurate and timely completion of transactions to meet SLAs.
• Interact with customers and first line management as needed.
• Take escalated calls from providers/callers.
• Support SOPs and process transitions as needed.

Skills

Tech skill

Attention to detail

Time management

Organizational skills

Education

High School Diploma or equivalent

Undergraduate degree or some college coursework

Job description

• These individuals have a working knowledge of one technical skill.
• They work on routine and non routine matters.
• They handle routine questions and issues, referring complex or unexpected matters to higher level employees for assistance.
• Resolves more complex client situations by applying demonstrated knowledge and skills generally acquired through job experience.
• Ensures accurate and timely completion of transactions to meet or exceed client SLAs.
• Works on preparation of SOPs / process transitions.
• They may regularly interact with customers and first line management.
• Takes escalated calls from providers/callers.
• Develops tactical and operational plans to achieve key milestones in the project.
• Ensures accurate and timely processing of transactions to meet or exceed client service level agreements.
• Identifies and resolves issues around nonstandard pending transactions.
• Typically requires 1-3 years relevant experience.
• High School Diploma or equivalent.
• Undergraduate degree or some college coursework preferred.
• Strong attention to detail, time management and organizational skills.
• Ability to physically perform general office requirements.
• Must be able to perform essential responsibilities with or without reasonable accommodations.
• Work hours from 9:00 pm to 6:00 am PST (Mon – Fri) from NttData Office at Manila. Additionally, resources may have to do overtime and work on weekend’s basis business requirement."