Customer Care Senior Associate

NTT DATA, Inc.; Quezon City; On-site; PHP 300,000 - 420,000; Full time

Job summary

NTT DATA, Inc. in the Philippines is hiring a Digital Customer Service Representative to be the first point of contact for customers. You will solve issues, answer questions, and ensure exceptional service with a caring approach.

Responsibilities include handling inquiries, documenting interactions, and maintaining up-to-date product knowledge while upholding confidentiality and data policies.

Qualifications

• Demonstrated passion for customer satisfaction and service excellence.
• Excellent English language skills, both written and spoken.
• Experience in an interactive customer service environment is required.
• Experience in food and/or retail industries is a plus.
• Strong written and verbal communication, typing, spelling and grammar.
• Ability to implement changes and learn new skills quickly.

Responsibilities

• Deliver first class service by assessing and responding to customer needs and recommending solutions.
• Respond to inquiries and complaints with professional care at all times.
• Handle complex inquiries and complaints accurately using provided resources.
• Document interactions and update call history, and coordinate follow-ups as needed.
• Stay current on program and product information through continuous learning.
• Maintain confidentiality and adhere to data protection guidelines.

Skills

Customer service

English proficiency

Oral and written communication

Typing accuracy

Data entry

Empathy

Job description

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 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. "