Customer Care Senior Associate

NTT DATA, Inc.; Metro Manila; On-site; PHP 300,000 - 600,000; Full time

Job summary

NTT DATA, Inc. in Manila seeks an Operations Analyst with 3–5 years of relevant experience to handle routine and non-routine tasks, resolving standard client issues and escalating complex cases as needed.

The role requires a high school diploma (undergraduate coursework preferred), strong communication, and solid computer skills. Work hours are 9:00 pm–6:00 am PST from the Manila office, with possible overtime and weekend work.

Qualifications

• High attention to detail and accuracy in transactional work.
• Ability to handle routine and non-routine matters with guidance.
• Willingness to escalate complex issues to higher level staff.
• Strong time management and organizational skills.
• Proven customer service experience with focus on SLA adherence.

Responsibilities

• Handle routine and non-routine matters with accurate processing.
• Resolve standard client inquiries and issues; escalate complex cases.
• Contribute to SOPs and process transitions as needed.
• Interact with customers and first line management on a regular basis.
• Take escalated calls from providers and callers.
• Develop plans to hit milestones in the project.
• Ensure timely completion of transactions to meet SLAs.
• Identify and resolve issues around nonstandard pending transactions.
• Possess solid computer skills and familiarity with general office tasks.
• Maintain attention to detail, time management, and organization.

Skills

Customer service

Communication skills

Computer skills

Attention to detail

Time management

Organizational skills

Education

High School Diploma

Undergraduate coursework preferred

Tools

MS Office

Job description

• 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 to 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.
• 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 accommodation.

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 to 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 accommodation.

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.