Customer Care Senior Associate

NTT DATA, Inc.; Manila; On-site; PHP 279,000 - 446,000; Full time

Job summary

NTT DATA, Inc. in Manila is seeking a capable professional to handle routine and non-routine matters, resolving client issues with established knowledge. You will ensure accurate, timely processing to meet SLAs and assist in SOP development and process transitions.

Ideal candidates have 3-5 years of experience, a high school diploma or equivalent, and a preference for undergraduate coursework. Strong communication, customer service, and detail orientation are essential.

Qualifications

• 3-5 years relevant experience.
• High School Diploma or equivalent.
• Undergraduate degree or some college coursework preferred.
• Solid computer skills.
• Strong communication skills.
• Strong customer service skills.
• Strong attention to detail, time management and organizational skills.
• Ability to perform essential responsibilities with or without reasonable accommodations.
• Work hours from 9:00 pm to 6:00 am PST (Mon – Fri) at Manila office; possible overtime & weekend work.

Responsibilities

• Handle routine and non-routine matters.
• Resolve more complex client situations by applying knowledge.
• Ensure accurate and timely completion of transactions to meet client SLAs.
• Prepare SOPs / process transitions.
• Interact with customers and first line management.
• Take escalated calls from providers/callers.
• Develop tactical and operational plans to achieve milestones.

Job description

Job Description:

"Roles & Responsibilities :

• 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 3-5 years relevant experience.
• High School Diploma or equivalent.
• Undergraduate degree or some college coursework preferred.
• Solid computer skills.
• Strong communication skills.
• Strong customer service skills.
• 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.