Customer Care Senior Associate

NTT DATA, Inc.; Quezon City; Hybrid; PHP 290,000 - 424,000; Full time

Job summary

NTT DATA, Inc. in Quezon City is seeking a Customer Care Associate to be the first point of contact for customers, delivering friendly, accurate support and solutions.

You will respond to inquiries, document interactions, and escalate when needed while maintaining confidentiality and a professional, empathetic service mindset.

Qualifications

• Demonstrated passion for customer satisfaction; prior experience is a strong asset.
• English proficiency is required.
• Interactive customer service environment experience preferred.
• Experience in food and/or retail industry is an asset.
• Strong oral and written communication, including typing, spelling and grammar.
• Ability to learn quickly and apply new skills.
• Advanced PC knowledge and system navigation.
• Professional, empathetic and caring conversational style.
• Tact and diplomacy in all customer interactions.
• Ability to resolve complex, sensitive inquiries per company policies.
• 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.
• Fulfill customer requests, respond to inquiries/complaints, showing attention to customer care and a professional approach at all times.
• Respond to complex inquiries and complaints in an informed, accurate and responsible manner per provided resources.
• Complete appropriate documentation for each interaction and input data for call history, messages to third parties, and customer fulfillment as needed.
• Remain current on program and product information and commit to continuous learning.
• Maintain confidentiality and adhere to data use legislation and service guidelines.

Skills

Customer service

English proficiency

Communication skills

Problem solving

Typing

Job description

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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 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 adhere 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.