Customer Care Associate

NTT America, Inc.; Quezon City; Remote; PHP 290,000 - 424,000; Full time

Job summary

NTT America, Inc. is seeking a Digital Customer Service Representative in the Philippines to act as a frontline Brand Ambassador. The role is full-time and involves serving customers with care and accuracy during EST business hours, Monday through Sunday.

Responsibilities include addressing inquiries, resolving issues, documenting interactions, and maintaining up-to-date product knowledge. The ideal candidate communicates clearly, shows empathy, and can adapt in a fast-paced environment.

Qualifications

• English proficiency required.
• Excellent oral and written communication with strong typing skills.
• Demonstrated passion for customer satisfaction and ability to learn quickly.
• Experience in interactive customer service environments is preferred.
• Experience in food/retail sectors considered a plus.
• Strong ability to resolve complex inquiries with tact and professionalism.

Responsibilities

• Deliver first class service by accurately assessing customer needs and offering appropriate solutions.
• Respond to inquiries/complaints with professionalism and care at all times.
• Handle complex inquiries and complaints accurately and responsibly.
• Complete documentation for each interaction and log call history/data as required.
• Stay updated on program and product information through continuous learning.
• Maintain confidentiality and adhere to company data policies.

Skills

English

Oral and written communication

Typing

Customer service

Problem solving

Adaptability

Attention to detail

Job description

Position Overview:

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.