Customer Care Senior Associate

NTT Communications; Philippines; On-site; PHP 279,000 - 446,000; Full time

Job summary

NTT Communications Philippines is seeking a Customer Care Associate to be a leading Brand Ambassador, serving as the first point of contact for customers and delivering exceptional service with care.

You will handle inquiries, resolve issues, document interactions, and maintain confidentiality while staying informed about programs and products. The role requires flexibility to work shifts and a genuine, empathetic communication style to ensure every customer experience is positive.

Qualifications

• Demonstrated passion for customer satisfaction excellence.
• English language proficiency required.
• Interactive customer service environment preferred.
• Related experience in food and/or retail is a plus.
• Excellent written communication, typing and grammar.
• Ability to learn new skills quickly.
• Advanced PC knowledge and system navigation familiarity.
• Positive attitude and ability to get along with others.
• Professional, empathetic, and caring conversational style.
• Display tact and diplomacy in customer interactions.
• Ability to handle complex or sensitive inquiries professionally and per policy.
• Ability to work all required shifts.

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.

Skills

English proficiency

Communication skills

Typing speed

PC literacy

Empathy

Problem solving

Adaptability

Team player

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 adere 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.