Customer Care Senior Associate

NTT DATA, Inc.; Quezon City; On-site; PHP 312,000 - 402,000; Full time

Job summary

NTT DATA, Inc. in Manila is seeking a Digital Customer Service Representative who will be the first point of contact, delivering courteous service and resolving customer inquiries with care.

The role requires strong written and spoken English, the ability to navigate systems, document interactions accurately, and maintain confidentiality while upholding company guidelines across shifts.

Qualifications

• Demonstrated passion for customer satisfaction excellence.
• English proficiency and strong written/spoken communication.
• Interactive customer service experience preferred.
• Experience in food/retail considered an asset.
• Ability to learn new skills quickly and apply concepts.
• Professional, empathetic and courteous conversational style.

Responsibilities

• Deliver first class service by accurately assessing customer needs and recommending solutions.
• Respond to inquiries and complaints with due care and professional attitude.
• Handle complex inquiries in a well-informed, accurate manner using provided resources.
• Document interactions accurately and update call history; notify third parties when required.
• Stay current on program and product information and comply with data privacy guidelines.
• Maintain confidentiality and adhere to company policies and procedures.

Skills

Customer service

English

Communication skills

Typing

PC proficiency

Problem solving

Conflict resolution

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. "