Customer Care Senior Associate

NTT DATA, Inc.; Manila; On-site; PHP 446,000 - 670,000; Full time

Job summary

NTT DATA, Inc. is seeking associates with solid communication and customer service skills to handle routine and complex inquiries from our Manila office.

The role emphasizes accuracy in processing transactions, adherence to SLAs, and collaboration with first line management. Responsibilities include handling routine and escalated issues, participating in SOP development, and supporting process transitions while working a night shift from 9:00 pm to 6:00 am PST.

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 physically perform general office requirements.
• Must be able to perform essential responsibilities with or without reasonable accommodations.

Responsibilities

• Have working knowledge of one technical skill.
• Work on routine and non routine matters.
• Handle routine questions and issues, referring complex matters to higher level employees for assistance.
• Resolve more complex client situations by applying knowledge and skills gained through experience.
• Ensure accurate and timely completion of transactions to meet or exceed client SLAs.
• Work on preparation of SOPs / process transitions.
• Interact with customers and first line management.
• Take escalated calls from providers/callers.
• Develop tactical and operational plans to achieve key milestones in the project.
• Ensure accurate and timely processing of transactions to meet or exceed client SLAs.
• Identify and resolve issues around nonstandard pending transactions.

Skills

Strong communication skills

Strong customer service skills

Strong attention to detail

Time management

Organizational skills

General office tasks

Education

High School Diploma or equivalent

Undergraduate degree or some college coursework

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 weekends basis business requirement.