Customer Care Senior Representative

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

Job summary

NTT DATA, Inc. in the Philippines seeks a Digital Customer Service Representative to act as the first point of contact for customers and deliver exceptional service with care and empathy.

This full-time role requires handling inquiries and complex issues while maintaining confidentiality. Hours are Monday–Sunday 8:00am–12:00am EST, and the candidate should demonstrate strong communication skills, problem-solving ability, and a commitment to make every interaction enjoyable.

Qualifications

• Demonstrated passion for customer satisfaction; prior experience is a strong asset.
• English fluency.
• Experience in an interactive customer service environment.
• Experience in the food/retail industry is an asset.
• Strong written and oral communication including typing, spelling and grammar.
• Ability to learn new skills quickly and apply knowledge.
• Proficiency with PCs and system navigation.
• Positive attitude and ability to work well with others.
• Empathetic and professional conversational style.
• Tact and diplomacy in customer interactions.
• Ability to resolve complex/sensitive inquiries per company policy.
• 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 care and professionalism at all times.
• Address complex customer inquiries and complaints in a well-informed and responsible manner.
• Complete documentation for each interaction and log call history, forwarding to third parties when required.
• Stay current on program and product information through ongoing learning.
• Maintain confidentiality and comply with data legislation and guidelines.

Skills

Customer service

English proficiency

Communication

Typing

Spelling & grammar

Problem solving

Teamwork

Attention to detail

Data privacy

Shift adaptability

Tools

PC proficiency

Job description

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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.