Customer Care Senior Representative

NTT DATA, Inc.; Metro Manila; On-site; PHP 360,000 - 720,000; Full time

Job summary

NTT DATA, Inc. is seeking a Digital Customer Service Representative to serve as a brand ambassador and first point of contact for customers.

The role emphasizes delivering exceptional service with a caring approach and a commitment to making every interaction enjoyable. You will handle inquiries, resolve issues, and document interactions while maintaining data confidentiality and upholding company guidelines.

Qualifications

• Demonstrated passion for customer satisfaction and prior experience is a strong asset.
• English required.
• Interactive customer service environment experience preferred.
• Experience in food/retail industry is a plus.
• Strong oral and written communication, including typing and grammar.
• Ability to adapt to change and learn quickly.
• Advanced PC knowledge and system navigation familiarity.
• Positive, empathetic, and professional communication style.
• Tactful and diplomatic in all customer interactions.
• Ability to resolve complex customer inquiries per company policies.
• Willingness to work all required shifts.

Responsibilities

• Deliver first-class service by assessing customer needs and offering suitable solutions.
• Respond to inquiries/complaints with a professional and courteous approach.
• Handle complex inquiries and escalate when needed with accurate information.
• Document interactions and update call history and third-party messages as required.
• Stay current on product and program information through continuous learning.
• Maintain confidentiality and comply with data handling guidelines.

Skills

Customer service

English proficiency

Communication skills

PC skills

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. "