Customer Care Senior Associate

NTT America, Inc.; Manila; On-site; PHP 300,000 - 540,000; Full time

Job summary

NttData Office at Manila is seeking professionals with strong communication and customer service skills to handle routine and escalated inquiries, to maintain accurate transactions and support SOP development.

They work on routine and non routine matters, with a focus on meeting client SLAs and handling escalations, while preparing SOPs and coordinating with first line management. 9:00 pm–6:00 am PST shift from Manila, with possible overtime and weekend work.

Qualifications

• Proven customer service and communication abilities.
• Ability to handle routine and some complex inquiries.
• Familiarity with computer systems and basic software.

Responsibilities

• Handle routine and non-routine matters.
• Resolve standard and escalated client issues.
• Ensure accurate and timely completion of transactions to meet SLAs.
• Prepare SOPs / process transitions as needed.
• Interact with customers and first line management.
• Take escalated calls from providers/callers.
• Develop tactical and operational plans to meet milestones.

Skills

Strong communication

Customer service

Attention to detail

Time management

Organizational skills

Solid computer skills

Education

High School Diploma or equivalent

Undergraduate degree or some college coursework preferred

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.