Customer Care Senior Associate

NTT DATA, Inc.; Quezon City; On-site; PHP 223,000 - 379,000; Full time

Job summary

NTT DATA, Inc. in the Philippines is seeking a Digital Customer Service Representative to be the first point of contact for customers, delivering courteous and effective support while resolving inquiries and issues.

You will handle inquiries, process requests, and ensure accurate documentation of each interaction. This role requires strong communication in English, PC literacy, and the ability to learn quickly.

Qualifications

• Passion for customer satisfaction and prior customer service experience is a strong asset.
• Fluent English language skills.
• Experience in an interactive customer service environment.
• Experience in the food and/or retail industry is an asset.
• Excellent oral and written communication; typing accuracy and grammar.
• Ability to learn new skills quickly and apply knowledge.
• Strong PC knowledge and familiarity with system navigation.
• Positive, empathetic, and professional communication style.
• Tact and diplomacy in handling customer interactions.
• Ability to resolve complex, sensitive complaints/inquiries per policies.
• Willingness 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.
• Respond to inquiries/complaints with 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 input data for call history, messages to third parties, or initiation of fulfillment.
• Remain current on program and product information by continuous learning.
• Maintain strict confidentiality and adhere to data legislation and service guidelines.

Skills

English

Communication skills

Typing

PC literacy

Customer service experience

Job description

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.