Customer Care Associate

NTT America, Inc.; Philippines; On-site; PHP 290,000 - 424,000; Full time

Job summary

NTT America, Inc. is seeking a customer service professional in the Philippines to deliver first-class service by accurately assessing customer needs and providing appropriate solutions. The role involves handling inquiries and complaints with professionalism, maintaining documentation, and staying updated on product information.

Strong English communication and a proactive, confidential approach are essential. Experience in food/retail and ability to work various shifts are considered assets.

Qualifications

• Passion for customer satisfaction and prior experience is a strong asset.
• English proficiency required.
• Experience in a food and/or retail environment is a plus.
• Strong written and verbal communication skills.

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

Oral communication

Written communication

Complaint resolution

Data entry

Adaptability

System navigation

Teamwork

Job description

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.