Customer Care Senior Associate

NTT America, Inc.; Quezon City; Hybrid; PHP 223,000 - 279,000; Full time

Job summary

NTT America, Inc. in the Philippines is seeking a Digital Customer Service Representative to act as a leading Brand Ambassador and first point of contact for customers. You will help resolve issues and deliver exceptional service with a caring, professional approach.

This full-time role requires English proficiency, the ability to learn quickly, and a positive, empathetic communication style. Work hours are 8:00am–12:00am EST, including all required shifts.

Qualifications

• Demonstrated passion for customer satisfaction; experience is an asset.
• Proficient in English with strong written and verbal communication.
• Able to learn new skills quickly and apply knowledge.

Responsibilities

• Deliver first class service by assessing needs and recommending solutions.
• Respond to inquiries/complaints with professional care.
• Handle complex inquiries and complaints accurately using provided resources.
• Document interactions and update call history; notify third parties as needed.
• Stay updated on program and product information.
• Maintain confidentiality and comply with data guidelines.

Skills

Customer service

Excellent communication

Typing accuracy

System/navigation proficiency

Problem solving

Multitasking

Empathy

Shift flexibility

English proficiency

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 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.