Customer Care Associate

NTT DATA, Inc.; Philippines; On-site; PHP 335,000 - 558,000; Full time

Job summary

NTT DATA, Inc. seeks a Digital Customer Service Representative to join our Philippines team as a Customer Care Associate. You will be the first contact for customers, delivering empathetic service and resolving questions while aiming to make every interaction enjoyable.

The ideal candidate has strong English communication, solid PC skills, and a proactive approach to learning and adapting to processes, while handling inquiries with tact and professionalism.

Qualifications

• Passion for customer satisfaction and prior experience is a strong asset.
• Fluent English.
• Experience in interactive customer service environment.
• Related experience in food and/or retail is a plus.
• Strong oral and written communication, including typing and grammar.
• Able to learn new skills quickly and apply knowledge.

Responsibilities

• Deliver first class service by accurately assessing and responding to customer needs, using sound judgment when recommending appropriate solutions.
• Respond to inquiries/complaints with due care, professionalism and customer care.
• Handle complex inquiries and complaints in an informed, accurate and responsible manner.
• Accurately complete documentation for each interaction and update call history in the system.
• Remain current on program and product information through continuous learning.
• Maintain confidentiality and adhere to data policies and procedures.

Skills

Customer service

Communication

PC skills

Typing

Problem solving

Adaptability

Tools

MS Office

System navigation

Job description

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As a Customer Care Associate, 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: Digital Customer Service Representative
Position Status: Full Time
Hours of Work: Monday-Sunday 8:00am-12:00am EST

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
• 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.